WorldWideScience

Sample records for productivity improve customer

  1. Customer Relationship Management Influence on Customer Value, Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer Loyalty

    OpenAIRE

    Harryani, Sri

    2017-01-01

    The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary da...

  2. Assessing customer satisfaction for improving NOAA's climate products and services

    Science.gov (United States)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

  3. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  4. Improving product quality and reliability with customer experience data

    NARCIS (Netherlands)

    Brombacher, A.C.; Hopma, E.E.; Ittoo, A.; Lu, Y.; Luyk, I.M.; Maruster, L.; Ribeiro, J.T.S.; Weijters, A.J.M.M.; Wortmann, J.C.

    2012-01-01

    Advance technology development and wide use of the World Wide Web have made it possible for new product development organizations to access multi-sources of data-related customer complaints. However, the number of customer plaints of highly innovative consumer electronic products is still

  5. Improving Product Quality and Reliability with Customer Experience Data

    NARCIS (Netherlands)

    Brombacher, Aarnout; Hopma, Eva; Ittoo, Ashwin; Lu, Yuan; Luyk, Ilse; Maruster, Laura; Ribeiro, Joel; Weijters, Ton; Wortmann, Hans

    2012-01-01

    Advance technology development and wide use of the World Wide Web have made it possible for new product development organizations to access multi-sources of data-related customer complaints. However, the number of customer plaints of highly innovative consumer electronic products is still

  6. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    This case study deals with the extension, customization, and profitability of two new product lines of a bicycle manufacturer. It can serve both as a discussion basis in class as well as an exam for advanced Master students in management, marketing, and ccounting. The case illustrates how variance...... application of financial analysis can lead to dysfunctional decisions that run counter to a company’s business model....

  7. Switchboard simulation to improve productivity and customer service.

    Science.gov (United States)

    LaCourse, E D

    1996-01-01

    An application of classical industrial engineering/operations research techniques (i.e., multichannel queueing analysis) and detailed workload distribution data. An analytic simulation model developed on a personal computer (PC) is used with interactive analysis to develop switchboard coverage requirements and optimal staffing schedules by time of day and day of week. This represents a tangible example of how classical techniques can be used with newer approaches and a close working relationship between the analyst and line management, to solve a practical problem of optimizing both productivity and customer service quality.

  8. Improving Internal Customer Service

    Science.gov (United States)

    1990-09-01

    34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

  9. Improving customer satisfaction

    OpenAIRE

    Wei, Yu

    2011-01-01

    Today, the competition among enterprises is growing in intensity and organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction and good services. The purpose of this study is to investigate the present level of customer satisfaction with language training institutes and find out any possible areas of improvement. This thesis will discuss and analyze the factors that influence the customer’s level of satisfaction and assist the case compa...

  10. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply...

  11. Improving productivity and quality of biodiesel from Chlorella vulgaris SDEC-3M through customized process designs

    International Nuclear Information System (INIS)

    Qi, Feng; Pei, Haiyan; Ma, Guixia; Zhang, Shuo; Mu, Ruimin

    2016-01-01

    Highlights: • Responses of growth and lipid in SDEC-3M to N concentrations were described. • The high lipid accumulation and biomass production were coexisted in buffer period. • Shorting N-deficient culture stage could improve lipid productivity. • A scheme of optimal designs was suggested to improve lipid productivity. • Biodiesels were meet standards and their performances varied with N-deficient time. - Abstract: In this study, temporal variations of microalgae growth and lipid accumulation in response to different nitrogen concentrations in media were investigated and discussed in detail, using a mutant Chlorella vulgaris SDEC-3M as a model. The results show that a short-term of dramatic lipid accumulation and nonsignificant descent of biomass productivities can be concomitant in SDEC-3M during early N-deficient stage (buffer period). It was found that the maximum lipid productivities of 63.52 mg L"−"1 d"−"1 occurred after 24 h N-shift. It means that, obtained lipid productivity under two-stage strategy with 24 h N-deficient stage was approximately three times as high as the maximum one obtained under N-rich condition and the final one obtained during longer N-deficient culture. Batch culture mode, higher light intensity and light/dark cycle in cooperation with N-rich/N-deficient cycle were also suggested as feasible scheme to improve lipid productivity in large scale culture. Additionally, the fatty acid profiles analysis indirectly showed that the properties of biodiesel from SDEC-3M majorly satisfied biodiesel standards. The fuel performances varied with N-deficient culture time, meaning that better combustion performance, oxidation stability, and exhaust emissions level related to longer N-deficient stage, while the biodiesel produced form N-deficient would perform well under low temperature. The results mean that SDEC-3M-derived biodiesels with customized process designs have commercial potential in the aspects of productivity and quality.

  12. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.

  13. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes...

  14. Performance improvement plan in customer technical services

    International Nuclear Information System (INIS)

    Lachambre, L.

    1995-01-01

    This presentation centred around the philosophy, goals, and initiatives associated with Gaz Metropolitain's performance improvement plan. Various aspects of the plan including customer surveys, new customer service policies, the creation of small working units, the decentralization of the Montreal service department, and customer-harmonized shift schedules were explored. Implementation of new service plans and contracts, the formation of improvement groups related to human resources, human resource and productivity management, leadership training, and the use of performance indicators were also explained

  15. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  16. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

    look for new ways to gain competitive advantage. In competitive markets there is a tendency of shorter product life cycles, and thus a competitive factor is to keep at pace with the market or even driving the market by developing new products. This research study seeks to investigate Customer......Demand chain management is a research area of increasing attention. It is the undertaking of reacting to customer requirements through a responsive chain going from customers through a focal company towards raw material distributors. With faster growing markets and increasing competition, companies......-driven Product Development (CDPD) from a demand chain management perspective. CDPD is the counterpart to typical research and development processes, which has no direct customer involvement. The proposition is that letting customers initiate and participate in the product development process...

  17. Shouldn’t customers control customized product development

    NARCIS (Netherlands)

    Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.

    2013-01-01

    Nowadays, customized product development (CPD) is increasingly prevalent in business-to-business settings, which has motivated manufacturers into development approaches wherein the customer plays an active role. When the customer is merely viewed as a passive receiver of the customized product, the

  18. Efficient Product Customization by Structure Synthesis

    OpenAIRE

    Maurer, M.;Rupp, T.;Lindemann, U.

    2017-01-01

    The presented approach describes a new strategy for creating product structures, which are suitable for further customer driven product customization – i.e. the customization can be carried out within less time and for lower costs. The required input data is knowledge on the interconnectivity between product components and knowledge of principal scopes of customization demands (e.g. which components or functions customers would like to individualize, which ones are unknown or hidden). By mean...

  19. CUSTOMER SERVICES AND PRODUCT QUALITY

    Directory of Open Access Journals (Sweden)

    NEAMŢU Liviu

    2013-04-01

    Full Text Available Objective level of product is a combination of material elements. They are supplemented by satisfying highly heterogeneous and complex motivations, representing highly diverse subjective functions associated to product until individualization for each type of consumption. Thus it observes highly surprising developments of subjective function associated with a product and which determines in the consumer's opinion the quality level of the product. The present study examines the role of associated services covering the subjective function of the product in view of the fact that the utility or subjective function is dependent on elements such as style, fashion and fads. Consumers will no longer accept products with average quality of related services. For a company that wants to stay in the market and achieve profitability, the only solution is moving towards a complete product package type goods-services. Associated services are thus an indicator of quality and the best customer loyalty insurance policy, there is a close relationship between the quality of services provided by a firm, customer satisfaction and company profitability.

  20. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  1. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

    Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

  2. Improving Customer Service in Elderly Care

    OpenAIRE

    Nielsen, Chris

    2015-01-01

    The elderly care sector is increasingly facing more competition and demanding customers. This leads to a growing pressure on elderly care home providers to find new and improved solutions that will enhance their level of customer service. The will ensure that the elderly service provider is remaining competitive in the elderly care service marketplace. The purpose of this thesis is to identify areas for improvements and propose implementable solutions for enhancing the elderly care custom...

  3. Customer empowerment in new product development

    NARCIS (Netherlands)

    C. Fuchs (Christoph); M. Schreier (Martin)

    2012-01-01

    textabstractCompanies have traditionally taken responsibility for deciding what products and product innovations are offered to customers. However, a growing number of companies are turning this relationship on its head by asking customers not only for help in creating new products, but also in

  4. Customer Dissatisfaction Index and its Improvement Costs

    Science.gov (United States)

    Lvovs, Aleksandrs; Mutule, Anna

    2010-01-01

    The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.

  5. Customer/User Workshops in Product development

    DEFF Research Database (Denmark)

    Brandt, Eva; Binder, Thomas

    1997-01-01

    In a recent product development project, we have taken part in establishing and organising a series of workshops with a group of customers/users of a future product line through out the development project. The workshops is a kind of informal meetingplace for engineering, marketing, customers...... and discuss experiences with this kind of collaborative fora. We have tried to demonstrate that having an on-going dialogue with users/customers also during detailed design in not only a means to keep 'the voive of the customer alive'. We have found that the workshops have an important impact on securing...

  6. Innovations in Mechatronic Products and Mass Customization

    DEFF Research Database (Denmark)

    Habib, Tufail; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    as a product type and new inventions have resulted in drastic changes in design and development of mechatronic products. Conventional mechanical systems are enhanced by mechatronic systems. In this paper, the particular structure and properties of mechatronic products compared to conventional mechanical......Mass Customization (MC) has been recognized as a successful strategy in the design and development of products tailored to customer needs. Global competition demands new products with added functionalities, as in the case of mechatronic products. These products are becoming more and more important...

  7. Proposição de um modelo baseado em Customer Lifetime Value para a análise de melhorias no sistema produtivo Proposition of a Customer Lifetime Value model to evaluate production system improvements

    Directory of Open Access Journals (Sweden)

    Luís Felipe Riehs Camargo

    2011-01-01

    Full Text Available Este artigo propõe um modelo para analisar melhorias no sistema produtivo à luz do valor do cliente para a empresa. Para isso, apresenta um modelo que agrega variáveis advindas do processo produtivo, do mercado consumidor e de métricas do marketing. Os três pilares de sustentação do modelo são os clientes, com suas necessidades e percepções em relação aos produtos e serviços; as características atribuídas pela produção; e as regras para análise do impacto da adoção de diferentes melhorias no sistema produtivo sobre o valor vitalício dos clientes atuais (CLV. Além disso, um modelo de escolha discreta (logit é proposto como o integrador entre a produção e o marketing. O método de pesquisa utilizado foi composto de quatro etapas: levantamento de referencial; construção do modelo conceitual; aplicação em um caso; análise e discussão. Como resultados, observa-se que, havendo disponibilidade de informações e tempo para sua condução, o modelo contribui para a identificação de melhorias que contemplem simultaneamente a visão de produção e a de sustentabilidade financeira.This paper aims to propose a model to investigate the effect of improvements on the productive system on the organization considering customer value. The model proposed combine variables representing the productive process, market, and marketing metrics. It consists of three fundamental elements: consumers and their needs and perceptions of products and services; characteristics of the productive system; and rules to analyze the impact of adoption of different improvements on the productive system. Customer lifetime value (CLV was measured and a discrete choice model (logit is proposed as an integrator between production and marketing perspectives. The research methodology consisted of four steps: referential research, conceptual modeling, application in a particular case, and results analysis. As a result, it is observed that upon availability

  8. CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

    OpenAIRE

    Süleyman BARUTCU

    2007-01-01

    A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

  9. Upgradable Software Product Customization by Code Query

    DEFF Research Database (Denmark)

    Vaucouleur, Sebastien

    The professional press on enterprise systems warns its readers: Costly., A return on investment killer. , Be prepared!. What can create some much af- iction and turmoil in an otherwise very successful industry? Come and meet the dreadful upgrade problem. Enterprise systems are prime examples...... of a subset of software systems that we call software products: software that needs special support for customization. Through customization, external companies can modify part of the original product to better t the needs of a niche market. Upon the release of a new version of the original software product...

  10. 27 CFR 24.92 - Products in customs custody.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Products in customs... Wine Or Spirits on Wine Premises § 24.92 Products in customs custody. Products in customs custody may... products in customs custody are kept separate from wine and spirits on bonded wine premises. (Sec. 201, Pub...

  11. Developing food products in accordance with customer demands

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Poulsen, Carsten Stig

    1994-01-01

    Development of food products is considered as a design problem. Through development of a theoretical model QFD is applied to integrate market information on customer satisfaction with information from a sensory analysis. The aim is to translate th information from these two datasets into design a...... quality and systematized in the most efficient manner. In the empirical part of the paper we analyze data on customer requirements in a LISRE setting in order to improve the understanding of the market....

  12. Customer Directed Advertising and Product Quality

    NARCIS (Netherlands)

    L. Esteban; J.M. Hernandez; J.L. Moraga-Gonzalez (José Luis)

    2001-01-01

    textabstractWe consider a market where a single seller must employ informative advertising to launch a new product of observable quality. The monopolist may use mass, targeted or customer directed advertising. We show that the choice of advertising strategy depends on the economic properties of the

  13. Mass customization and build to order production - in manufacturing networks

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2003-01-01

    in the manufacturing as information processing is accountable for an increasing portion of the value creation. In order to improve the information processing some manufacturers have applied product models, thereby giving the customer access to the manufactures knowledge base. This project will introduce solution......Mass Customization and Build to Order Production – In Manufacturing Networks Mass customization and globalization have radically changed the environment for manufacturers. A new context is emerging with intensified competition and accelerated technology development. In this environment evolution...... is not an option, but a necessity for survival. This leads to the question “what can manufacturing enterprises do to turn the development into their own advantage?” As competition intensifies customer are increasingly demanding sophisticated and adapted solutions. Conventional manufacturer are challenged...

  14. Innovative Processes and Products for Mass Customization

    DEFF Research Database (Denmark)

    Blecker, Thorsten; Edwards, Kasper; Hvam, Lars

    solution. The first part of the paper describes the product configuration software and service platform KoViP, developed by the CAD software provider ISD, Dortmund, in cooperation with the ITM chair of the University of Bochum and funded by the EU and the federal state of North Rhine-Westphalia. The main...... goal of KoViP was to create a modular, easy configurable, standard software platform and a suite of standard services for the knowledge acquisition and maintenance as well as for the implementation of product configurators in SMEs producing mass customized products. The second part of the contribution...

  15. Optimizing the order processing of customized products using product configuration

    DEFF Research Database (Denmark)

    Hvam, Lars; Bonev, Martin; Denkena, B.

    2011-01-01

    . Product configuration based on integrated modular product structure and product family architecture has been recognized as an effective means for implementing mass customization. In order to evaluate the effects of product configuration on order processing, a study has been conducted by the Department...... and its benefits for the order processing have been evaluated....

  16. What and how about customer-driven product development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Steger-Jensen, Kenn

    2012-01-01

    Collaborative product development is of increasing interest as customer demands increases while product life cycles decrease. This study investigates how suppliers handle active customers including managing customer requests for new products and customer-driven product development. A large...... structured literature review of the top 20 supply chain management journals is conducted to explore existing literature. Research states the importance of active integration in product development, but does not provide answers to how suppliers can manage this in practice. A 2x2 matrix is developed describing...... the differing views on customers in existing research including customer actions on both new and existing products....

  17. Implementing a customer focused continual business improvement program to improve the maintenance process

    International Nuclear Information System (INIS)

    Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M.

    2006-01-01

    Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

  18. Implementing a customer focused continual business improvement program to improve the maintenance process

    Energy Technology Data Exchange (ETDEWEB)

    Kharshafdjian, G.; Fisher, C.; Beres, T.; Brooks, S.; Forbes, S.; Krause, M.; McAuley, K.; Wendorf, M. [Atomic Energy of Canada Limited, Chalk River, Ontario (Canada)

    2006-07-01

    Global market pressures and increasing competition demands that successful companies establish a continual business improvement program as part of implementing its business strategy. Such programs must be driven by the definition of quality from the customer's perspective. This customer quality focus often requires a change in all aspects of the business including products, services, processes and culture. This paper will describe how Atomic Energy of Canada Limited implemented a Continual Business Improvement Program in their Nuclear Laboratories Business Unit. In particular, to review how the techniques were applied to improve the maintenance process and the status of the project. Customer (internal users of the processes at CRL) feedback has shown repeatedly there is dissatisfaction of the maintenance process. Customers complain about jobs not getting done to schedule or being deferred. A project has been launched with the following goals: to improve the maintenance process customer satisfaction and increase trades wrench time by 30 minutes / trade / day. DMAIC (Define-Measure-Analyze-Improve-Control) methodology was applied to find out the Root Cause(s) of the problem, provide solutions, and implement improvements. The expected Operational Benefits include: Executing work efficiently to quality standards and business performance of the site, improve maintenance efficiencies, reduce cycle time for maintenance process and improve process yield, and improve customer and employee satisfaction. (author)

  19. Towards product customization : An integrated order fulfillment system

    NARCIS (Netherlands)

    Zhang, L.; Lee, C.K.M.; Xu, Q.

    To stay competitive, manufacturing companies nowadays pursue product customization: and configure-to-order(CTO) has been recognized as an ideal business model to implement product customization. Due to the complexities resulting from the large number of customized products, an increased attention

  20. Customized products and cloud service information system development research

    Directory of Open Access Journals (Sweden)

    Hung Chien-Wen

    2017-01-01

    Full Text Available This study presents a cloud service customized product information system to enable businesses to provide customized product marketing on the Internet to meet consumer demand for customized products. The cloud service of the information system development strategic framework proposed in this study contains three elements: (1 e-commerce services, (2 promotion type modules, and (3 cloud services customized promotional products. In this study, a mining cloud information system to detect customer behavior is proposed. The association rules from relational database design are utilized to mine consumer behavior to generate cross-selling proposals for customer products and marketing for a retailing mall in Taiwan. The study is composed of several parts, as follows. A market segment and application of association rules in data exploration techniques (Association Rule Mining and sequence-like exploration (Sequential Pattern Mining, efficient analysis of customers, consumer behavior, identification of candidates for promotional products, and using cloud service delivery and evaluation of targets to evaluate candidates for promotional products for production. However, in addition to cloud service customized promotional products, the quantity of promotional products sales varies for different customers. We strive to achieve increased customer loyalty and profits through the use of active cloud service customized promotional products.

  1. Measuring and improving customer satisfaction with government services

    Science.gov (United States)

    Glen D. Alexander

    1995-01-01

    Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

  2. 76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

    Science.gov (United States)

    2011-05-02

    ... accessed by the Internet or mobile phone and improved processes that deliver services faster and more... ``Conversations with America'' to Further Improve Customer Service). However, with advances in technology and... major initiative (signature initiative) that will use technology to improve the customer experience; (b...

  3. Improving Customer Satisfaction in an R and D Environment

    Science.gov (United States)

    Alexander, Anita; Liou, Y. H. Andrew

    1998-01-01

    Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

  4. Customization: Ideal Varieties, Product Uniqueness and Price Competition

    OpenAIRE

    Oksana Loginova; X. Henry Wang

    2009-01-01

    We study customization in the Hotelling model with two firms. In addition to providing ideal varieties, the perceived uniqueness of a customized product contributes independently to consumer utility. We show that only when consumer preferences for uniqueness are high customization occurs in equilibrium.

  5. Innovative product design based on comprehensive customer requirements of different cognitive levels.

    Science.gov (United States)

    Li, Xiaolong; Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

    2014-01-01

    To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach.

  6. Innovative Product Design Based on Comprehensive Customer Requirements of Different Cognitive Levels

    Directory of Open Access Journals (Sweden)

    Xiaolong Li

    2014-01-01

    Full Text Available To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP, the importance of the customer requirements is evaluated. Quality function deployment (QFD is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach.

  7. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

  8. Customer complaints as a source of customer-focused process improvement: A constructive case study

    Directory of Open Access Journals (Sweden)

    Uusitalo, K.,

    2008-01-01

    Full Text Available Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not enough to make the complaining customer satisfied, but the complaint information should also feed back to the actual processes where the fault causing the complaint arose and where it can be removed. The empirical component of the study includes the development of a novel construction to utilize customer complaints for process improvements, which was implemented in a large Finnish enterprise operating in the wholesale logistics environment. The results show benefits at both operational and strategic levels.

  9. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    OpenAIRE

    Adi Zakaria Afiff; Rifelly Dewi Astuti

    2009-01-01

    This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these...

  10. Risk identification and evaluation of customer collaboration in product development

    Directory of Open Access Journals (Sweden)

    Xuefeng Zhang

    2015-05-01

    Full Text Available Purpose: The purpose of this paper is to identify risk factors that caused by customer collaboration in new product development systematically, and propose an approach to judge which risk factors are critical and catch substantial attention. Design/methodology/approach: This study identifies risk factors according to the results of case studies of enterprises in china. On this basis, an improved rough number approach is put forward to evaluate the importance of risk factors. Findings: Firstly, classify risk factors into three aspects. Then, present a risk factor set, which include thirty-seven risk factors. At last, determine which risk factors are critical by using an improved rough number approach. Originality/value: Considering there are few researches studying comprehensive risk factors of customer collaboration and assessing them, this paper explores a risk factor set of customer collaboration in product development stage, and proposes a novel approach, which can help to solve the problem of subjective, vague and lack of prior information of evaluation, to evaluate risk factors.

  11. Running Head: Improving Pharmacy Customer Satisfaction

    Science.gov (United States)

    2006-06-29

    move to a prospective payment system. As part of measuring appropriate resource utilization, customer or * - patient satisfaction has been introduced...the consumer . If a patient does not like the manner in how the care was delivered [regardless of the caliber of care, they may choose to take their...features of a health care plan to patients . The rising cost of healthcare and pharmaceuticals causes many to closely Fevaluate the plans they choose

  12. Transforming Multidisciplinary Customer Requirements to Product Design Specifications

    Science.gov (United States)

    Ma, Xiao-Jie; Ding, Guo-Fu; Qin, Sheng-Feng; Li, Rong; Yan, Kai-Yin; Xiao, Shou-Ne; Yang, Guang-Wu

    2017-09-01

    With the increasing of complexity of complex mechatronic products, it is necessary to involve multidisciplinary design teams, thus, the traditional customer requirements modeling for a single discipline team becomes difficult to be applied in a multidisciplinary team and project since team members with various disciplinary backgrounds may have different interpretations of the customers' requirements. A new synthesized multidisciplinary customer requirements modeling method is provided for obtaining and describing the common understanding of customer requirements (CRs) and more importantly transferring them into a detailed and accurate product design specifications (PDS) to interact with different team members effectively. A case study of designing a high speed train verifies the rationality and feasibility of the proposed multidisciplinary requirement modeling method for complex mechatronic product development. This proposed research offersthe instruction to realize the customer-driven personalized customization of complex mechatronic product.

  13. Impact of Customer Relationship Management on Product Innovation Process

    OpenAIRE

    Li, Yelin; Thi, Thu Sang Nguyen

    2012-01-01

    In marketing, the common view is that customer relationships enhance innovativeness. Regularly it involves doing something new or different in response to market conditions. However, previous studies have not addressed how customer relationship management (CRM) plays its role in product innovation process. This thesis proposes and tests how key CRM activities influence and relate to each stage in product innovation process. The objective of this study is to test how customer relations managem...

  14. Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products

    Directory of Open Access Journals (Sweden)

    Lalinthorn Marakanon

    2017-01-01

    Full Text Available At present, industrial business competition causes producers to be aware of quality, price, and variety in developing new products to meet the consumers' needs. This research reviewed the literature on green marketing and proposes a new conceptual framework of customer loyalty. It uses four constructs—perceived quality, perceived risk, customer trust, and customer loyalty—in the context of environmentally friendly electronics products in Thailand. This research employed an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally friendly electronic products, particularly mobile phones, computers, and laptops using a purposive sampling method. The data were analyzed using confirmatory factor analysis (CFA and structural equation modeling (SEM. The results showed that perceived risk and customer trust had a direct effect on customer loyalty while perceived quality had an indirect effect on customer loyalty via customer trust. Furthermore, perceived quality had direct effects on perceived risk and customer trust. The results from the final SEM model were used to confirm the proposed relationships among the variables.

  15. Configuring Product Modularity and Service Modularity for Mass Customization Strategies

    DEFF Research Database (Denmark)

    Bask, Anu; Hsuan, Juliana; Rajahonka, Mervi

    , and how such configurations become the foundations for mass customization strategies. As a result we identify critical characteristics that are relevant for both product and services, and suggest a conceptual framework consisting of twelve dynamic mass customization strategies with paired product...

  16. CUSTOMER VALUE NETWORK ANALYSIS FOR IMPROVEMENT OF CUSTOMER LIFE-TIME VALUE COMPUTATION

    OpenAIRE

    Monireh Hosseini; Amir Albadvi

    2010-01-01

    The constant changes in the world have exposed companies to a situation of tough competition. This situation, especially in e-commerce, complicates the decision-making process about target customers and the recommendation of products to them. On the one hand, understanding and measuring the customer lifetime value (CLV) is a critical factor for long-term success. On the other hand, the value network is a new concept that considers both tangible and intangible complex dynamic value exchanges b...

  17. Improving Customer Service at the Agricultural Development Banks ...

    African Journals Online (AJOL)

    Improving Customer Service at the Agricultural Development Banks in Ghana: An Application of the Queuing Theory. ... African Journal of Management Research. Journal Home · ABOUT THIS JOURNAL · Advanced Search · Current Issue ...

  18. Achieving Customer Satisfaction through Integrated Products and Services

    DEFF Research Database (Denmark)

    Raja, Jawwad; Bourne, Dorota; Goffin, Keith

    2013-01-01

    Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires...... a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction....... An exploratory study was undertaken to understand customers' views on integrated products and services and the value-in-use derived from such offerings. As value-in-use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews...

  19. Dynamic Pricing Competition with Strategic Customers Under Vertical Product Differentiation

    OpenAIRE

    Qian Liu; Dan Zhang

    2013-01-01

    We consider dynamic pricing competition between two firms offering vertically differentiated products to strategic customers who are intertemporal utility maximizers. We show that price skimming arises as the unique pure-strategy Markov perfect equilibrium in the game under a simple condition. Our results highlight the asymmetric effect of strategic customer behavior on quality-differentiated firms. Even though the profit of either firm decreases as customers become more strategic, the low-qu...

  20. Relationship on the Relational Benefit Effect of Oil Products on Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Jing Muxue

    2017-01-01

    Full Text Available In order to find out the relationship of relational benefit effect of oil products on customer satisfaction, the local fractional algorithm is proposed in this paper for data analysis. It is investigated the adjustment effect of alternative brand competitiveness and customer characteristics to this mechanism. The results show that the proposed algorithm can thus improve overall system performance substantially.

  1. Group decision support system for customer-driven product design

    Science.gov (United States)

    Lin, Zhihang; Chen, Hang; Chen, Kuen; Che, Ada

    2000-10-01

    This paper describes the work on the development of a group decision support system for customer driven product design. The customer driven is to develop products, which meet all customer requirements in whole life cycle of products. A process model of decision during product primary design is proposed to formulate the structured, semi-structured and unstructured decision problems. The framework for the decision support system is presented that integrated both advances in the group decision making and distributed artificial intelligent. The system consists of the product primary design tool kit and the collaborative platform with multi-agent structure. The collaborative platform of the system and the product primary design tool kit, including the VOC (Voice of Customer) tool, QFD (Quality Function Deployment) tool, the Conceptual design tool, Reliability analysis tool and the cost and profit forecasting tool, are indicated.

  2. Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil

    Directory of Open Access Journals (Sweden)

    Carlos T. Formoso

    2006-12-01

    Full Text Available Some important changes in the business environment in several countries are forcing house-building companies to change their competitive strategies. This paper discusses a set of customer servicing practices, which have been adopted by small-sized house-building companies in Brazil that have been involved in quality management improvement programs, emphasizing customer satisfaction measurement. Such practices are referred to a model of the customer servicing process that integrates the main customer-interaction functions from product inception to building operation. Based on multiple case studies and also on a literature review, the main difficulties faced by this sector in terms of improving customer satisfaction are discussed and some improvement opportunities are pointed out.

  3. REVALUETION AND IMPROVEMENT OF NONWONEN BENEFACTION PROCESS ON THE CUSTOMER CLAIN

    Directory of Open Access Journals (Sweden)

    Luis Gustavo dos Santos Gomes

    2006-06-01

    Full Text Available This study searches to understand of the process involved in product elaboration and propose improvements to satisfy the customers. From the analysis of quality management system pointers, the main problems which need preventive/corrective actions were identified, among them, the high rate of complaints from customers who acquire benefited products. In this study, a stratification of primary causes complaints were carried out to, afterwards, identify ones which need to be attacked with priority. The quality managemental tools for improvement of benefited nonwoven process were applied. The execution action that attend some items of ISO 9001:2000 and PDCA cycle were used during the development of the work. Based on pointers as the claim of customers rate, non-conformity rate quality auditorship in the service suppliers, a significant improvement in benefited nonwoven process was verified. Keywords: claim of customers, PDCA, quality tools, non-conformity, improvement.

  4. Customer retention and new product marketing strategies

    International Nuclear Information System (INIS)

    O'Day, T.

    1997-01-01

    Business strategies readily accessible for utilization by electric utility companies in the post-deregulation competitive environment were discussed. Among these strategies, shifting the company''s focus towards customers and their needs, is perhaps the most important. Utilities could use their corporate identity to capitalize on the introduction of new services. These services could include HVAC equipment servicing, building services, cable TV wiring and service and appliance repairs. The consumer would already identify the utility with some of these services and therefore, these sectors would be the most obvious areas for utility companies to enter. Attempting to make the transition into an unrelated field suggests squandering precious corporate expertise and abandonment of the corporate identity. This may not only result in failure in the new endeavour, but also in loss of credibility and customer goodwill in the old one

  5. The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

    Directory of Open Access Journals (Sweden)

    Ricko Achmadi Putra

    2017-09-01

    Full Text Available This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM. The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.

  6. Customer Buying Behavior : - Online shopping towards electronic product

    OpenAIRE

    Wang, Dan; Yang, Liuzi

    2010-01-01

    ABSTRACT Online shopping in EU has been shown to a good potential market. The electronic equipment takes a high percent of the individuals shopping. Compared with other goods, online shopping of electronic goods adds great convenience to the life of the people. Buying electronic gadgets online gives customers an opportunity to find a great variety of product online, and customers can review a wide selection of products and find special offers and discount with the best deals online. In the co...

  7. Supplier Value of Customer-Initiated Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis; Dukovska-Popovska, Iskra; Steger-Jensen, Kenn

    2013-01-01

    Increased market demand and shortened product life cycles generate industrial customer requests for collaborative product development. Manufacture-to-stock suppliers struggle to manage the request process to obtain profitability. The purpose of this paper is to investigate if request management...... is profitable for suppliers, and to examine possible relations between profitability of requests and the requesting customer. Through a case study, request management is identified as a profitable process due to long-term accumulated profit from developed products. Request profitability is not identified...... as related to profitability or turnover of existing customers, and thus profitability of requests cannot be predicted based on these customer data. Results from a coupled interview study indicate that request management has a large potential for future exploitation, and an outline of the supplier value...

  8. Product bundling as a customer loyalty strategy; Kundenbindung durch Produktbuendel

    Energy Technology Data Exchange (ETDEWEB)

    Wolf, H.G. [Arthur Andersen Business Consulting GmbH, Duesseldorf (Germany)

    2000-12-01

    In the deregulated market in electricity, all marketers and energy-related service providers are competing not only for new customers, but also for customer loyalty. The article sets out concepts and strategies developed by a business consulting firm, for maintaing or enhancing customer loyalty in the end-use market segment, focusing on customized product bundling. A four-tier approach for product bundle development and implementation is discussed. (orig./CB) [German] Fuer Energieversorger und -dienstleister ergibt sich neben der Neukundengewinnung der strategische Zwang zur Bindung bestehender Kunden. An praktischen Ansaetzen fuer Privatkunden stehen neben Value-Added-Services und Incentives (Kundenclub, -karte) nicht zuletzt Produktbuendel (Bundles) zur Verfuegung. Zur erfolgreichen Entwicklung und Implementierung von Produktbuendeln wird ein vierphasiges Vorgehensmodell erlaeutert. (orig./CB)

  9. Customer directed advertising and product quality

    NARCIS (Netherlands)

    Esteban, Lola; Hernandez, Jose M.; Moraga-Gonzalez, Jose Luis

    2006-01-01

    This paper studies the relationship between three key elements of the marketing mix, namely, price, product, and promotion, in a model where a seller employs informative advertising to launch a new product. We propose a fairly general advertising technology for the study of three promotional

  10. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

  11. I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

    Science.gov (United States)

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

    Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones.

  12. Customized Pull Systems for Single-Product Flow Lines

    NARCIS (Netherlands)

    Gaury, E.G.A.; Kleijnen, J.P.C.; Pierreval, H.

    1998-01-01

    Traditionally pull production systems are managed through classic control systems such as Kanban, Conwip, or Base stock, but this paper proposes ‘customized’ pull control. Customization means that a given production line is managed through a pull control system that in principle connects each stage

  13. Students Are Not Products. They Are Customers

    Science.gov (United States)

    Mark, Eddie

    2013-01-01

    This paper explores and challenges the notion that postsecondary students are products of higher education, shaped and molded for the benefit of future employers. The mere suggestion that students are passive in their consumption of educational services would seem to discount the importance of their own educational identity and the broad…

  14. Value Creating Logic of Customer-Driven Product Development

    DEFF Research Database (Denmark)

    Hansen, Anders Peder; Sommer, Anita Friis

    This paper focuses on how companies on business-to-business markets, characterized by complex customer problems, organize and manage the interaction process as part of the management of customer requests for new products. More specifically it is investigated how the intra-organizational activities...... the relationship between customer problems of high complexity and the organization of activities in the buyer-supplier interaction process. Building on value configuration theory and theory of problem complexity this research contributes to widen our understanding of how marketing and problem solving processes...... part of the problem solving process is configured, when taking the customer supplier interaction into consideration. The research takes an inter-and intra-organizational perspective by focusing on the dyad between a buyer and supplier. A single case study is applied in order to investigate...

  15. USER REQUIREMENTS CUSTOMIZATION AND ATTRACTIVE QUALITY CREATION FOR DESIGN IMPROVEMENT ATTRIBUTES

    Directory of Open Access Journals (Sweden)

    Ismail Wilson Taifa

    2017-03-01

    Full Text Available The aim of this paper was to customize user requirements and quality creation for design improvement of furniture. The major purpose has been achieved with the use of Quality Function Deployment technique and Kano Model. The study involved 564 students from 3 engineering colleges. Extensive user requirements were identified with the help of Questionnaires. The use of House of Quality, Kano Model and Pareto Diagram helped in prioritizing all important features which are needed in customizing user requirements. The prioritized requirements include ergonomic design, desk adjustability, comfortability, product corners (sharp corners and latest material. All these factors both got high relative and absolute weight. Therefore, more engineering efforts need to be directed towards these requirements for achieving user customization for design improvement. The developed House of Quality with the help of Kano Model results has proved to be a good tool in customizing user requirements.

  16. Applications of Mass Customization Production Mode in Chinese Steel Industry

    Institute of Scientific and Technical Information of China (English)

    ZhouShichun; DingJianhua; ChenChao

    2005-01-01

    In this paper, the conflict between individual needs of market and the efficient mass production requirement of manufacture under the background of market globalization is discussed, a trend that the main production mode for domestic steel industry should be the mass customization is pointed out, and the problems to be solved for domestic enterprise are analyzed. Summarizing the practice of Baosteel Co. LTD on the new production mode, the achievements and experiences are presented.

  17. Maximizing Product Innovation through Adaptive Application of User-Centered Methods for Defining Customer Value

    Directory of Open Access Journals (Sweden)

    Tonje Overvik Olsen

    2011-12-01

    Full Text Available Establishing deep understanding of customers is a prerequisite to improve success rates of innovations under today’s transient business conditions. This paper summarizes methods and tools to increase customer understanding in new product development. A case study of developing an office chair was conducted, utilizing four such methods (web based survey, interview, observation and workshops to provide directions for later application. Results indicate that methods revealing emotionally-related customer information (workshops and observation are resource-intensive and provide less amount of information directly applicable to the product development team. The opposite is the case for methods providing more functionally-related information (web based survey and interview. The overall conclusion is that the latter methods are more suitable for product improvements, while the former may provide valuable information for creating more differentiated products.

  18. Product manufacturing, quality, and reliability initiatives to maintain a competitive advantage and meet customer expectations in the semiconductor industry

    Science.gov (United States)

    Capps, Gregory

    Semiconductor products are manufactured and consumed across the world. The semiconductor industry is constantly striving to manufacture products with greater performance, improved efficiency, less energy consumption, smaller feature sizes, thinner gate oxides, and faster speeds. Customers have pushed towards zero defects and require a more reliable, higher quality product than ever before. Manufacturers are required to improve yields, reduce operating costs, and increase revenue to maintain a competitive advantage. Opportunities exist for integrated circuit (IC) customers and manufacturers to work together and independently to reduce costs, eliminate waste, reduce defects, reduce warranty returns, and improve quality. This project focuses on electrical over-stress (EOS) and re-test okay (RTOK), two top failure return mechanisms, which both make great defect reduction opportunities in customer-manufacturer relationship. Proactive continuous improvement initiatives and methodologies are addressed with emphasis on product life cycle, manufacturing processes, test, statistical process control (SPC), industry best practices, customer education, and customer-manufacturer interaction.

  19. THE INFLUENCE OF PRODUCT QUALITY , PRICE PERCEPTION AND BRAND IMAGE ON SATISFACTION AND CUSTOMER LOYALTY HOLCIM CONCRETE READYMIX IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Sita Budiastari

    2016-09-01

    Full Text Available The purpose of this research is to find a picture of the effect of product quality , price perception and brand image on satisfaction and customer loyalty ready mix concrete in Jakarta . This research is a quantitative study with descriptive and causal methods undertaken at Holcim Beton in 2013 with a sample of 100 customers in Jakarta and its surrounding the industrial and commercial segments project . Data collection by questionnaire respondents and analyzed using path analysis with SPSS version 20.0. The results of the study concluded that ( 1 product quality does not effect to customer satisfaction ( 2 Perception price positive and significant effect on customer satisfaction, ( 3 Brand Image does not have an influence on customer satisfaction, ( 4 all independent variables , quality of products , Perception price and a positive brand image and significant consequences for the dependent variable Customer satisfaction, with the value of determination of 50%, while 50% are influenced by other variables ( 5 Product Quality and significant effect on customer loyalty through customer satisfaction, ( 6 Perceived Price does not effect on loyalty through customer satisfaction, ( 7 brand image have effect and siginikan loyalty through customer satisfaction, ( 8 Dependent variable of product quality , price perception and brand image together and significant effect on customer loyalty through customer satisfaction, with value of determination of 77.4 %, and 22.6 % are influenced by other factors. The findings recommend that Holcim aims to improve product quality , perceived price and brand image to increase loyalty through customer satisfaction . It is also recommended to Holcim for increase of services and information to customers in order for increase customer satisfaction and loyalty.

  20. Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry

    Science.gov (United States)

    Dachyar, M.; Athory, E. S.

    2015-06-01

    Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.

  1. New Sustainable Tourism Product Development for Russian Customers

    OpenAIRE

    Racheeva, Polina

    2015-01-01

    Sustainable tourism is a new concept for tourism sector; it is tourism that reduces negative tourism impacts and brings benefits instead. The current problem of sustainable tourism is lack of attractive tourism products. Their development is crucial since customers seek for experiences at a destination. Russians are an important segment for Finnish tourism, therefore their consumer behaviours has to be studied. The aim of this research is to find how to develop a tourism product for susta...

  2. How Complaining Customers Make Companies Listen and Influence Product Development

    DEFF Research Database (Denmark)

    Christiansen, John K.; Gasparin, Marta; Varnes, Claus

    2016-01-01

    processes, mobilised a heterogeneous group of consumers into a loosely connected hybrid collective. The spokesperson acted on behalf of the hybrid collective and put growing pressure on a multinational company, influencing its decision making. In this case, the complaining customer did not exit, nor did he......The analysis in this paper shows how complaining customers can make companies listen to them by spurring the mobilisation of various actors into a hybrid collective strong enough to influence companies’ product development. Customers as sources of innovation have been analysed previously...... in the literature, whereas the process of how complaining users mobilise support to influence companies has received less attention and is not well understood. This study uncovers the processes that made it possible for a 17-year-old Norwegian to become pivotal in constructing a problematisation, which emerged...

  3. What do customers want from improved residential electricity services? Evidence from a choice experiment

    International Nuclear Information System (INIS)

    Huh, Sung-Yoon; Woo, JongRoul; Lim, Sesil; Lee, Yong-Gil; Kim, Chang Seob

    2015-01-01

    Improvements in customer satisfaction as well as product/service quality represent a common objective of all businesses, and electricity services are no exception. Using choice experiments and a mixed logit model, this study quantitatively analyzes customers' preferences and their marginal willingness to pay for improved residential electricity services. The study provides an ex ante evaluation of customers' acceptance of hypothetical electricity services. According to the results, customers consider the electricity bill and the electricity mix as the two most important attributes when choosing their electricity services. Customers are willing to pay 2.2% more in the average electricity bill (an additional monthly electricity bill of KRW 1,064; USD 0.96) for a significant increase in the share of renewable energy, which is far less than the actual cost of achieving this renewable target. Therefore, it is better to maintain the current electricity mix in principle, and the renewable share should be gradually expanded instead of making a sudden change in the electricity mix. In addition, customers are willing to pay KRW 6,793 (USD 6.15) more to reduce blackouts once in a year and KRW 64/year (USD 0.06/year) to reduce a minute of each blackout. -- Highlights: •Customers' preferences for improved residential electricity services are analyzed. •Empirical setting is a sample of residents in South Korea. •The electricity bills and electricity mix are important to customers. •Increase in electricity bill of different electricity mix is considered

  4. Impact of product development efforts on product introduction and product customization abilities

    DEFF Research Database (Denmark)

    Chaudhuri, Atanu; Dawar, Saloni

    2014-01-01

    This paper investigates the impact of efforts in new product development-manufacturing integration (NPDMI) on new product introduction (NPI) and product customization (PC) abilities and the moderating effects of product design complexity and importance of new product development order winners...... (NPIOW) on the above relationships. The results from the data on 136 Indian manufacturing plants show that NPDMI, product design complexity and NPIOW all have significant positive impact on NPI and PC abilities. Importance of NPIOW has a positive moderating effect on the relationship between NPDMI and PC...... ability change but product design complexity demonstrate no such effect on the above relationships....

  5. Improving customer churn models as one of customer relationship management business solutions for the telecommunication industry

    OpenAIRE

    Slavescu, Ecaterina; Panait, Iulian

    2012-01-01

    Nowadays, when companies are dealing with severe global competition, they are making serious investments in Customer Relationship Management (CRM) strategies. One of the cornerstones in CRM is customer churn prediction, the practice of determining a mathematical relation between customer characteristics and the likelihood to end the business contract with the company. This paper focuses on how to better support marketing decision makers in identifying risky customers in telecom industry by us...

  6. Changing Information Management in Product-Service System PLM: Customer-Oriented Strategy

    OpenAIRE

    Smirnov , Alexander; Shilov , Nikolay; Oroszi , Andreas; Sinko , Mario; Krebs , Thorsten

    2017-01-01

    Part 11: Product, Service, Systems (PSS); International audience; Increasing competition and appearance of new information and communication technologies makes companies to introduce new production and marketing models. The paper shares the experiences of improving PLM information management at an automation equipment manufacturer caused by implementation of product-service systems and their customer-driven configuration. Though the research results are based on the analysis of one company, t...

  7. Voice of the customer---a roadmap for service improvement.

    Science.gov (United States)

    Uberoi, Ravinder S; Nayak, Yogamaya; Sachdeva, Pritindira; Sibal, Anupam

    2013-01-01

    Patient satisfaction surveys help a great deal in identifying ways of improving a hospital's services. Ultimately, that translates into better care and happier patients. Moreover, it shows the staff and the community that the hospital is serious about quality and is looking for ways to improve. This article describes how the Voice of the Customer (VOC) Survey can be used as a tool for improving services. Regular monitoring of VOC scores is essential for minimizing the gaps between service delivery and patient expectations. The present study showcases the various initiatives undertaken to improve the VOC scores from an original 4.40 to 4.77 (on a 5 point scale) at the hospital under study.

  8. CASE-BASED PRODUCT CONFIGURATION AND REUSE IN MASS CUSTOMIZATION

    Institute of Scientific and Technical Information of China (English)

    Wang Shiwei; Tan Jianrong; Zhang Shuyou; Wang Xin; He Chenqi

    2004-01-01

    The increasing complexity and size of configuration knowledge bases requires the provision of advanced methods supporting the development of the actual configuration process and design reuse.A new framework to find a feasible and practical product configuration method is presented in mass customization.The basic idea of the approach is to integrate case-based reasoning (CBR) with a constraint satisfaction problem(CSP).The similarity measure between a crisp and range is also given,which is common in case retrieves.Based on the configuration model,a product platform and customer needs,case adaptation is carried out with the repair-based algorithm.Lastly,the methodology in the elevator configuration design domain is tested.

  9. Estimating customer preferences for new pricing products. Final report

    International Nuclear Information System (INIS)

    Goett, A.A.

    1998-10-01

    This report summarizes the results of a review of various methods to analyze customer preferences for electric service pricing products. The purpose of this study was to evaluate different techniques for analyzing preferences for electric service and pricing products in a competitive retail electricity market. In this market, competing providers will offer a variety of electric services under different price structures, and customers will face the decision of choosing a single electric service provider and pricing plan. The service and price characteristics that utilities offer will largely determine their market shares and profitability. Understanding preferences will be critical to quantifying the effects of service and pricing attributes on market share and profitability in the deregulated retail electricity market

  10. Service Co-Production, Customer Efficiency and Market Competition

    OpenAIRE

    Mei Xue; Patrick T. Harker

    2003-01-01

    Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers in service delivery processes influences the competition among service providers. In this paper, a game-theoretic model is developed to study the competition among service providers when selfservice is ...

  11. Evaluating the Release, Delivery, and Deployment Processes of Eight Large Product Software Vendors applying the Customer Configuration Update Model

    NARCIS (Netherlands)

    Jansen, S.R.L.; Brinkkemper, S.

    2006-01-01

    For software vendors the processes of release, delivery, and deployment to customers are inherently complex. However, software vendors can greatly improve their product quality and quality of service by applying a model that focuses on customer interaction if such a model were available. This

  12. A Research Review on the Key Technologies of Intelligent Design for Customized Products

    Directory of Open Access Journals (Sweden)

    Shuyou Zhang

    2017-10-01

    Full Text Available The development of technologies such as big data and cyber-physical systems (CPSs has increased the demand for product design. Product digital design involves completing the product design process using advanced digital technologies such as geometry modeling, kinematic and dynamic simulation, multi-disciplinary coupling, virtual assembly, virtual reality (VR, multi-objective optimization (MOO, and human-computer interaction. The key technologies of intelligent design for customized products include: a description and analysis of customer requirements (CRs, product family design (PFD for the customer base, configuration and modular design for customized products, variant design for customized products, and a knowledge push for product intelligent design. The development trends in intelligent design for customized products include big-data-driven intelligent design technology for customized products and customized design tools and applications. The proposed method is verified by the design of precision computer numerical control (CNC machine tools.

  13. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

  14. Framework for product knowledge and product related knowledge which supports product modelling for mass customization

    DEFF Research Database (Denmark)

    Riis, Jesper; Hansen, Benjamin Loer; Hvam, Lars

    2003-01-01

    on experience from product modelling projects in several companies. Among them for example companies manufacturing electronic switchboards, spray dryer systems and air conditioning equipment. The framework is divided into three views: the product knowledge view, the life phase system view and the transformation...... and personalization. The framework for product knowledge and product related knowledge is based on the following theories: axiomatic design, technical systems, theory of domains, theory of structuring, theory of properties and the framework for the content of product and product related models. The framework is built......The article presents a framework for product knowledge and product related knowledge which can be used to support the product modelling process which is needed for developing IT systems. These IT systems are important tools for many companies when they aim at achieving mass customization...

  15. The decision optimization of product development by considering the customer demand saturation

    Directory of Open Access Journals (Sweden)

    Qing-song Xing

    2015-05-01

    Full Text Available Purpose: The purpose of this paper is to analyze the impacts of over meeting customer demands on the product development process, which is on the basis of the quantitative model of customer demands, development cost and time. Then propose the corresponding product development optimization decision. Design/methodology/approach: First of all, investigate to obtain the customer demand information, and then quantify customer demands weights by using variation coefficient method. Secondly, analyses the relationship between customer demands and product development time and cost based on the quality function deployment and establish corresponding mathematical model. On this basis, put forward the concept of customer demand saturation and optimization decision method of product development, and then apply it in the notebook development process of a company. Finally, when customer demand is saturated, it also needs to prove the consistency of strengthening satisfies customer demands and high attention degree customer demands, and the stability of customer demand saturation under different parameters. Findings: The development cost and the time will rise sharply when over meeting the customer demand. On the basis of considering the customer demand saturation, the relationship between customer demand and development time cost is quantified and balanced. And also there is basically consistent between the sequence of meeting customer demands and customer demands survey results. Originality/value: The paper proposes a model of customer demand saturation. It proves the correctness and effectiveness on the product development decision method.

  16. Formal computer-aided product family architecture design for mass customization

    DEFF Research Database (Denmark)

    Bonev, Martin; Hvam, Lars; Clarkson, John

    2015-01-01

    With product customization companies aim at creating higher customer value and stronger economic benefits. The profitability of the offered variety relies on the quality of the developed product family architectures and their consistent implementation in configuration systems. Yet existing method...

  17. Increasing customer loyalty and customer intimacy by improving the behavior of employees

    NARCIS (Netherlands)

    Waal, A.A. de; Heijden, B.I.J.M. van der

    2016-01-01

    - PURPOSE - One of the most important characteristics of high-performance organizations is that these organizations always aim at servicing their customers as best as possible. In practice, this means that the employees of these organizations have to behave toward customers in such a way that these

  18. IMPROVING BANK QUALITY DIMENSIONS TO INCREASE CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Lăcrămioara RADOMIR

    2011-01-01

    Full Text Available The purpose of this study is twofold: 1. examine the relationship betweenservice quality dimensions and customer satisfaction with bank territorialunits; 2. establish which quality measure method out of the four considered inthis study should be applied in order to better determine the areas that needfurther improvement and investment. In this respect, we performed PrincipalComponent Regression (PCR and considered direct importance andperformance measures as well. Our results reveal that human resourceshave the greatest impact on customers’ satisfaction with bank territorial unitsand that both “Convenience and Efficiency” and “Bank personnel” are thedimensions that bank management should consider in their efforts to improveand maintain the service quality level. To the best of our knowledge, this isthe first study which tries to emphasize the relationship between servicequality dimensions and Romanian customers’ satisfaction with bank territorialunits. The main limit of the study lies in the fact that data were collectedamong the customers of a single bank. Nevertheless, it provides valuableinformation about the Romanian market and ought to be considered astarting point for further studies.

  19. New products from the power merchant to customer with time measurements and load management

    International Nuclear Information System (INIS)

    Solem, Gerd; Doorman, Gerard; Grande, Ove S.

    2003-01-01

    The main aim is to develop products from the power merchants that improve the consumer flexibility. For the development of the products the basis is that the consumption is measured by hours and that a connection to a load management scheme is present. Calculations for four products are made where the risk exposure is different for the customer and the supplier. The four products are ''Spot price with mark-up'', ''The combination of constant price and spot price'', ''Constant price with disconnection'' and ''Effect subscription''. The customers are exposed to the spot price in the first two products and may through disconnection reduce the costs by adapting to the market signals. Remote disconnection of parts of the consumption may be offered as a service jointly by the network companies and the power suppliers through a two-way communication but it is not realistic that the customers may pay much for this. ''Spot price with mark-up'' implies that the customer carries the entire risk while constant price may place considerable risk at the power supplier by long high consumption combined with high spot prices. '' Constant price with disconnection'' gives the power supplier the possibilities of reducing the risks. A disconnection possibility that is committing to the customers may be part of the product specification. The customers may be offered a discount calculated out from the costs for alternative price securing. Also '' Effect subscription'' reduces the merchant risks considerably at the disconnection of the consumption. The ''combined product of constant and spot price'' may be interesting from the supplier's viewpoint due to considerable risk reductions compared to solely using the constant price. The product gives the customers a guaranteed price for a part of the product and has an additional possibility of adapting the consumption to the market signals. The network company routines for handling of the hour values are a large challenge. It is important to

  20. Customer Knowledge in (CoCreation of Product. A Case Study of IKEA

    Directory of Open Access Journals (Sweden)

    Grażyna Koniorczyk

    2015-10-01

    Full Text Available Customers knowledge is an attractive and effective source of ideas for proposals innovative products (services as well as changes in existing products (services. Contemporary firms recognize the need to co-create product (services with the participation of customers. The aim of this article is to define customer knowledge, value co-creation and customer co-creation concepts. The activities of IKEA were used to illustrate the issues presented in the article.

  1. Benefits of mass customized products: moderating role of product involvement and fashion innovativeness.

    Science.gov (United States)

    Park, Minjung; Yoo, Jungmin

    2018-02-01

    The objective of this study was to explore impacts and benefits of mass customized products on emotional product attachment, favorable attitudes toward a mass customization program, and the ongoing effect on loyalty intentions. This study further investigated how benefits, attachment, attitudes, and loyalty intentions differed as a function of involvement and fashion innovativeness. 290 female online shoppers in South Korea participated in an online survey. Results of this study revealed that perceived benefits positively influenced emotional product attachment and attitudes toward a mass customization program. In addition, attachment positively influenced attitudes, which in turn affected loyalty intentions. This study also found that benefits, attachment, attitudes, and loyalty intentions were all higher in highly involved consumers (high fashion innovators) than those in less involved consumers (low fashion innovators). This study concludes with theoretical and practical implications for mass customization programs.

  2. Benefits of mass customized products: moderating role of product involvement and fashion innovativeness

    Directory of Open Access Journals (Sweden)

    Minjung Park

    2018-02-01

    Full Text Available The objective of this study was to explore impacts and benefits of mass customized products on emotional product attachment, favorable attitudes toward a mass customization program, and the ongoing effect on loyalty intentions. This study further investigated how benefits, attachment, attitudes, and loyalty intentions differed as a function of involvement and fashion innovativeness. 290 female online shoppers in South Korea participated in an online survey. Results of this study revealed that perceived benefits positively influenced emotional product attachment and attitudes toward a mass customization program. In addition, attachment positively influenced attitudes, which in turn affected loyalty intentions. This study also found that benefits, attachment, attitudes, and loyalty intentions were all higher in highly involved consumers (high fashion innovators than those in less involved consumers (low fashion innovators. This study concludes with theoretical and practical implications for mass customization programs.

  3. Application of Value Engineering to Improve upon Customer Services Performance in Mazandaran Water and Sewage Company

    Directory of Open Access Journals (Sweden)

    Reza Tavakkoli-Mogahddam

    2007-06-01

    Full Text Available Over the course of producing and marketing goods and services, it appears that industry faces a new challenge in which information and science form the basis for any organizational movement. In this regard, the competitive preference of the organization concentrates on customer and value creation in the organization. Value engineering recognizes product/service functions and produces those with the maximum value at the lowest cost without the loss of production or service quality and safety. In this paper, using value engineering based on the international job plan of the SAVE (Society of American Value Engineering, various alternatives are proposed to improve upon the performance of Customer Services of Water and Sewage Co. The results indicate possible savings of about 714 Million Rials for the water authority in the city of Sari and 4860 Million Rials across Mazandaran Province.

  4. Research on the time optimization model algorithm of Customer Collaborative Product Innovation

    Directory of Open Access Journals (Sweden)

    Guodong Yu

    2014-01-01

    Full Text Available Purpose: To improve the efficiency of information sharing among the innovation agents of customer collaborative product innovation and shorten the product design cycle, an improved genetic annealing algorithm of the time optimization was presented. Design/methodology/approach: Based on the analysis of the objective relationship between the design tasks, the paper takes job shop problems for machining model and proposes the improved genetic algorithm to solve the problems, which is based on the niche technology and thus a better product collaborative innovation design time schedule is got to improve the efficiency. Finally, through the collaborative innovation design of a certain type of mobile phone, the proposed model and method were verified to be correct and effective. Findings and Originality/value: An algorithm with obvious advantages in terms of searching capability and optimization efficiency of customer collaborative product innovation was proposed. According to the defects of the traditional genetic annealing algorithm, the niche genetic annealing algorithm was presented. Firstly, it avoided the effective gene deletions at the early search stage and guaranteed the diversity of solution; Secondly, adaptive double point crossover and swap mutation strategy were introduced to overcome the defects of long solving process and easily converging local minimum value due to the fixed crossover and mutation probability; Thirdly, elite reserved strategy was imported that optimal solution missing was avoided effectively and evolution speed was accelerated. Originality/value: Firstly, the improved genetic simulated annealing algorithm overcomes some defects such as effective gene easily lost in early search. It is helpful to shorten the calculation process and improve the accuracy of the convergence value. Moreover, it speeds up the evolution and ensures the reliability of the optimal solution. Meanwhile, it has obvious advantages in efficiency of

  5. Service Learning for Improvement of Customer Service Education in LIS

    Science.gov (United States)

    Colón-Aguirre, Mónica

    2017-01-01

    This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

  6. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance....... This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...... for relationship management) has a positive correlation with firm performance, the impact is fully mediated by the firms’ relationship management capability. The paper also identifies internal and external drivers of customer relationship management innovation. Not surprisingly customer and competitor dynamics...

  7. Investigation into some characteristics of the mass-customized production paradigm

    Science.gov (United States)

    Tapper, Jerome; Sundar, Pratap S.; Kamarthi, Sagar V.

    2000-10-01

    In recent times, while markets are reaching their saturation limits and customers are becoming more demanding, a paradigm shift has been taking place from mass production to mass- customized production (MCP). The concept of mass customization (MC) focuses on satisfying a customer's unique needs with the help of new technologies such as Internet, digital product realization, and re-configurable production facilities. In MC the needs of an individual customer are translated into design, accordingly produced, and delivered to the customer. In this research three hypothesis related to MCP are investigated by the data/information collected from ten companies, which are engaged in MCP. These three hypothesis are (1) mass-customized production systems can be classified into make-to-stock MCP, assemble-to-order MCP, make-to-order MCP, engineer-to-order MC, and develop-to-order MCP, (2) in mass-customized production systems the process of customization eliminates customer sacrifice, and (3) mass-customized production systems can deliver products at mass-production cost. The preliminary study indicates that while the first hypothesis is valid, MCP companies rarely fulfill what is stated in the other two hypotheses.

  8. Whatever the customer wants, the customer gets? Exploring the gap between consumer preferences and default electricity products in Germany

    International Nuclear Information System (INIS)

    Kaenzig, Josef; Heinzle, Stefanie Lena; Wüstenhagen, Rolf

    2013-01-01

    In liberalized electricity markets, residential customers can choose their preferred provider and select among a variety of different electricity products, including green power options. Successful product design and marketing strategies for green electricity may provide electricity providers with a competitive advantage, while at the same time contributing to energy policy objectives. This requires, however, a thorough understanding of customer preferences. We investigate the relative importance of different product attributes in creating customer value, and find that price and electricity mix are the two most important attributes. The German electricity customers we surveyed in 2009 expressed an implicit willingness to pay a premium of about 16% for electricity from renewable sources. We conclude that consumers are willing to pay a significant price premium for an upgrade from the current default electricity mix in Germany to a more environmentally friendly default electricity mix, and discuss implications for marketing strategy and energy policy. Our findings are based on a dataset of 4968 experimental choices made by 414 German residential consumers, collected in a stated preference survey. - Highlights: ► Study is based on 4968 experimental choices made by 414 German retail consumers. ► Apart from price, the electricity mix is the most important product attribute. ► Majority of consumers prefer nuclear-free electricity. ► Respondents are willing to pay a premium for green electricity. ► German default electricity mix does not correspond to current customer preferences.

  9. The Relationship between Customer Knowledge Management and Performance of Agricultural Product Innovation

    OpenAIRE

    Hu, Jia-jia

    2012-01-01

    This paper takes an overview of the CKM and the performance of agricultural product innovation from contents of agricultural product innovation and customer knowledge management (CKM), the relation between CKM and agricultural product innovation. On the basis of the overview, it builds the theoretical framework of CKM and agricultural product innovation. It points out that enterprises can satisfy demands of customers through acquisition, share, utilization and innovation of customer knowledge...

  10. Customer Contribution to improving Service Quality in the Hospitality Industry

    OpenAIRE

    Dragos Constantin Vasile

    2009-01-01

    The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performing a qualitycontrol function. This involves a series of activities to be achieved by them: (1) on-the-spot quality control, (2) service failure...

  11. Effects of product\\'s warranty on customers\\' preferences: empirical findings on reverse logistics models

    Directory of Open Access Journals (Sweden)

    Arsalan Najmi

    2014-09-01

    Full Text Available Background: IT products are now becoming the part of every one's life. Since Pakistan didn't manufacture IT products, so the customers had to purchase the products that are available in the markets. During such purchase, customers not only gave preference to brand or price or both but they also consider its warranty so that they are secured with the post purchase risks. Methods: This study was aimed to identify the impact of the warranty on customers' preferences towards brand and price. A conceptual framework was made on the basis of available literature and then data was collected. It was collected from 298 respondents through survey questionnaire and after applying Factor Analysis, One Way MANOVA was applied on the factors. Results and conclusions: The study found that the product's warranty has a significant impact on preferences towards brand, concern for price and price intentions whereas the impact on willingness to pay was found insignificant. The results conclude that Pakistani customers need a branded IT product on competitive prices, which give more in less along with the warranty so that they can enjoy the same quality of the product for a period of time whereas, they are not willing to pay any additional amount for the product just because of Warranty.

  12. ORGANIZATIONAL CULTURE AS CUSTOMER-ORIENTED TECHNOLOGY TO IMPROVE THE COMPETITIVENESS OF THE UNIVERSITY

    Directory of Open Access Journals (Sweden)

    I. A. Demenenko

    2017-01-01

    Full Text Available The article discusses the features of formation and development of organizational culture of the University as customer-centric technology. The phenomenon of organizational culture is an essential resource for improving the competitiveness of the University, innovative development, indicators of international and research activities of the University. Stream organizational culture external (students, parents, employers and internal (students, faculty, University administration, staff/employees customers of the University determines the integration of elements of organizational culture of University in business environment of enterprises, through the involvement of graduates in professional environment. Organizational culture plays a very active role in the governance of higher education institution. At the present level of development of the market of educational services with the introduction of the national project of modernization of the education system organizational culture becomes a significant part of the formation of the University as an economic entity. It is a powerful factor in increasing the attractiveness of higher education institutions for potential consumers of educational and other services, as well as his staff. Organizational culture affects each student during his adaptation and socialization, psychological growth and learning at the University. Organizational culture and, after graduation, is in a symbiotic relationship with the employee as the object of professional activity. Potential employee during the period of study at the University “consumes” the historically established values of the University, participates in the established and developing its traditions, abides by the norms and rules of behavior, adapts to the society through various kinds of symbolism of the University, etc. In turn, the organizational culture of the University, as a basis for the development and socialization of a young man, becoming an

  13. An approach to improving marketing campaign effectiveness and customer experience using geospatial analytics

    Directory of Open Access Journals (Sweden)

    Brink, Michael Philippus

    2017-08-01

    Full Text Available This article discusses a case study in which a South African furniture and household goods retailer wishes to improve its marketing campaigns by employing location-based marketing insights, and also to prioritise customer satisfaction. This paper presents two methods used in an exploratory exercise with the aim of improving the retailer’s business in these ways. The methods of customer profiling and identifying geographical customer clusters summarise how the retailer’s strategic marketing strategies and customer experience can be improved. The methods presented in this article rely on the use of spatial data to solve the business problems.

  14. Improving the Customer Configuration Update Process by Explicitly Managing Software Knowledge

    NARCIS (Netherlands)

    Slinger, S.R.L.

    2006-01-01

    The implementation and continuous support of a software product at a customer with evolving requirements is a complex task for a product software vendor. There are many customers for the vendor to serve, all of whom might require their own version or variant of the application. Furthermore, the

  15. Customer First? The Relationship between Advisors and Consumers of Financial Products

    NARCIS (Netherlands)

    A. Vlam (Anita)

    2011-01-01

    textabstractCustomer First is an important issue of the recently introduced banking code in the Netherlands. It mainly concerns customer satisfaction and it is aimed at regaining trust of customers. Interestingly, the code does not address the urgency of improving customers’ financial literacy and

  16. How to improve the promotion of Korean beef barbecue, bulgogi, for international customers. An application of quality function deployment.

    Science.gov (United States)

    Park, So-Hyun; Ham, Sunny; Lee, Min-A

    2012-10-01

    Quality function deployment (QFD) is a product development technique that translates customer requirements into activities for the development of products and services. This study utilizes QFD to identify American customer's requirements for bulgogi, a popular Korean dish among international customers, and how to fulfill those requirements. A customer survey and an expert opinion survey were conducted for US customers. The top five customer requirements for bulgogi were identified as taste, freshness, flavor, tenderness, and juiciness; ease of purchase was included in the place of tenderness after calculating the weight requirements. Eighteen engineering characteristics were developed, and a 'localization of bulgogi menu' is strongly related to the other characteristics as well. The results from the calculation of relative importance of engineering characteristics identified that the 'control of marinating time', 'localization of bulgogi menu', 'improvement of cooking and serving process', 'development of recipe by parts of beef', and 'use of various seasonings' were the highest contributors to the overall improvement of bulgogi. The relative importance of engineering characteristics, correlation, and technical difficulties are ranked and integrated to develop the most effective strategy. The findings are discussed relative to industry implications. Copyright © 2012 Elsevier Ltd. All rights reserved.

  17. CUSTOMER DRIVEN QUALITY IMPROVEMENT OF JUTE YARN USING AHP BASED QFD: A CASE STUD

    Directory of Open Access Journals (Sweden)

    Taposh Kumar Kapuria

    2018-03-01

    Full Text Available The ready-made garment (RMG industries in Bangladesh have become very competitive to cope with the competitors. The performance of this sector has attracted many countries to invest their money safely here and also earns foreign currency by exporting different materials like jute yarn. Jute yarn is a spun material which is prepared to use for weaving, knitting, sewing threads, carpets, carrying bags etc. In fiscal year 2015-16, according to data from Bangladesh's Export Promotion Bureau (EPB, Bangladesh has earned $559 million by exporting jute yarn and twine. To meet the growing demand of jute yarn worldwide, Bangladesh still has lots of possibilities to earn huge amount of foreign currency by improving the quality. It's a persistent need for Bangladeshi local jute yarn manufacturers to come forward, seek possibilities for improving quality, and fulfill the worldwide demand. The paper focuses on the application of AHP based QFD approach on a manufacturing company to improve its quality of product & improving the level of customer satisfaction. The paper shows how customer requirements can be identified and used them to prioritize the design requirements for improving quality of jute yarn. Here, AHP is integrated into house of quality (HOQ that can be guide for overcoming the pitfalls of traditional QFD.

  18. Productivity Improvement for Engineers.

    Science.gov (United States)

    1981-08-01

    organization and the likely positions or types of work that will be required of the engineer in the future. There should therefore, be a balance of...Mall, P., Improving Total Productivity, John Wiley & Sons, New York, 1978. Miller, R.B., Participative Management-Quality of Worklife and Job Enrichment...Noyes Data Corp., Park Ridge, N.J., 1977. Hughes Aircraft Co., R & D Productivity-Study Report, Hughes Aircraft Co., Culver City , California, 1974

  19. On the evaluation of product customization strategies in a vertically differentiated market

    DEFF Research Database (Denmark)

    Wong, Hartanto Wijaya; Lesmono, Dharma

    2013-01-01

    This paper presents a formal approach to evaluate the value of enhancing product customization in a vertically differentiated market. Different from most existing studies that tend to associate the level of customization with the number of product variants, we take a rather different view...... to the level of customization which we define as the degree to which consumers are involved along the value chain. Consequently, a higher level of customization is achieved when consumers are involved further upstream in the chain. The novelty of our approach stems from the integration of both marketing......- and production-related factors that enable us to: consider trade-offs between customization, lead times and manufacturing costs; and analyze how these trade-offs should be addressed in a market in which one group of consumers is highly concerned about product customization, whereas the other group is more...

  20. Reconfiguring Variety, Profitability, and Postponement for Product Customization with Global Supply Chains

    DEFF Research Database (Denmark)

    Bonev, Martin; Myrodia, Anna; Hvam, Lars

    2016-01-01

    At present, many industrial companies offering high product variety focus on systematically reducing the complexity of their product range and busi-ness processes. Related challenges are often named to increase time to market, reduce the effectiveness in product development, and lower process...... efficiency. For manufacturers with global supply chains additional uncertainties arise in de-fining the right manufacturing strategy with respect to production location and postponement. To better understand related managerial implications, this paper discusses a case study a global manufacturer providing...... customized industrial ap-plications. In particular, the study investigates the relationships between product variant profitability and manufacturing strategy relative to postponement and lo-cation. The results indicate that an improved configuration of these factors through substitution and supply chain...

  1. Assessment of business customers satisfaction with the products and service of Pnevmostroimashina, jsc, on the B2B market

    Directory of Open Access Journals (Sweden)

    L. M. Kapustina

    2010-12-01

    Full Text Available The paper is dedicated to development of a methodology for assessment of customer satisfaction with the products and services on the b2b market. The study of customer satisfaction is aimed at building strong and mutually beneficial supplier-customer relationship. The authors focus on the importance of customer satisfaction continuous monitoring intended for improvement of the company’s market performance. The research based on the works by Kano N., Lamben J.-J., Carter R., Parashuraman A., Zeitaml V. A., Berry L. L. and others, describes an algorithm study of consumers and offers a methodology to evaluate customer satisfaction with the industrial products. Based on the analysis of the economic crisis effects on the machine-building industry, the authors determine the performance of “Pnevmostroimashina”, JSC, on the road and construction equipment market and illustrate an example of practical use of the customer satisfaction assessment technique in the company. At the end of the paper some recommendations for development of an efficient customer satisfaction measurement procedure are introduced.

  2. Improved custom statistics visualization for CA Performance Center data

    CERN Document Server

    Talevi, Iacopo

    2017-01-01

    The main goal of my project is to understand and experiment the possibilities that CA Performance Center (CA PC) offers for creating custom applications to display stored information through interesting visual means, such as maps. In particular, I have re-written some of the network statistics web pages in order to fetch data from new statistics modules in CA PC, which has its own API, and stop using the RRD data.

  3. Improving customer generation by analysing website visitor behaviour

    OpenAIRE

    Ramlall, Shalini

    2011-01-01

    This dissertation describes the creation of a new integrated Information Technology (IT) system that assisted in the collection of data about the behaviour of website visitors as well as sales and marketing data for those visitors who turned into customers. A key contribution to knowledge was the creation of a method to predict the outcome of visits to a website from visitors’ browsing behaviour. A new Online Tracking Module (OTM) was created that monitored visitors’ behaviour while they brow...

  4. IMPACT OF CREDENCE ATTRIBUTES OF AGRICULTURAL FOOD PRODUCTS ON CUSTOMER ATTITUDE

    Directory of Open Access Journals (Sweden)

    Fareeha NISAR

    2013-10-01

    Full Text Available The objective of this study is to enhance understanding on how a firm can generate value for its customers using a competitive advantage strategy by accumulating credible attributes to its products. There are certain product attributes that customers can only perceive. In the case of agricultural food products, the customers’ consciousness for safe, natural and organic products has enriched the perceived value of the product. To explore the relationship between the credence attributes and attitude of the customers for the agricultural food, a survey questionnaire has been administered to consumers of agricultural food products in the different regions of Punjab, Pakistan. The data analysis has been conducted using the Statistical Package for Social Sciences (SPSS to investigate the desired relationship in that particular region of the country. It can be concluded that the trust of customer is now very much depending on the presence of credence attribute that customer cannot describe but evaluate during the purchase of food items.

  5. Production and Resource Scheduling in Mass Customization with Dependent Setup Consideration

    DEFF Research Database (Denmark)

    Nielsen, Izabela Ewa; Bocewicz, G.; Do, Ngoc Anh Dung

    2014-01-01

    will contribute to the success of mass customization. This paper addresses the problem of production and resource scheduling for a production system with dependent setup and internal transportation such as AGVs in a mass customization environment. A constraint-programming-based methodology is developed to satisfy...

  6. Influence of Customer Quality Perception on the Effectiveness of Commercial Stimuli for Electronic Products

    Science.gov (United States)

    Garrido-Morgado, Álvaro; González-Benito, Óscar; Martos-Partal, Mercedes

    2016-01-01

    Creating and maintaining customer loyalty are strategic requirements for modern business. In the current competitive context, product quality, and brand experience are crucial in building and maintaining customer loyalty. Consumer loyalty, which may be classified into cognitive loyalty and affective loyalty, is related to customers' quality perception. Cue utilization theory distinguishes two dimensions for perceived quality, extrinsic quality—linked to the brand—and intrinsic quality—related with internal product characteristics. We propose that (i) cognitive loyalty is more influenced by intrinsic product quality whereas extrinsic product quality (brand name) is more salient for affective loyalty and, (ii) different commercial stimuli have a differential effectiveness on intrinsic and extrinsic perceived quality. In fact, in this study, we analyze how perceived quality dimensions may influence the effectiveness of two different commercial stimuli: displays and advertising flyers. While displays work within the point of sale under time-constrained conditions where consumers are more likely to use heuristics to simplify their decisions, advertising flyers work outside of the point of sale under low time-constrained conditions, and therefore favor a more reasoned purchase decision where systematic processing will be more likely. We analyze the role of quality perception in determining the effectiveness of both these commercial stimuli for selling products that induce high purchase involvement and perceived risk. The empirical analysis focuses on computer products sold by one of Europe's largest computer retailers and it combines scanner, observational, and survey data. The results show that both dimensions of quality perceptions moderate the influence of displays and advertising flyers on sales, but their impact is different on each commercial stimuli. Extrinsic quality perception increases to a greater extent the effect of displays due to the use of a brand

  7. Influence of Customer Quality Perception on the Effectiveness of Commercial Stimuli for Electronic Products.

    Science.gov (United States)

    Garrido-Morgado, Álvaro; González-Benito, Óscar; Martos-Partal, Mercedes

    2016-01-01

    Creating and maintaining customer loyalty are strategic requirements for modern business. In the current competitive context, product quality, and brand experience are crucial in building and maintaining customer loyalty. Consumer loyalty, which may be classified into cognitive loyalty and affective loyalty, is related to customers' quality perception. Cue utilization theory distinguishes two dimensions for perceived quality, extrinsic quality-linked to the brand-and intrinsic quality-related with internal product characteristics. We propose that (i) cognitive loyalty is more influenced by intrinsic product quality whereas extrinsic product quality (brand name) is more salient for affective loyalty and, (ii) different commercial stimuli have a differential effectiveness on intrinsic and extrinsic perceived quality. In fact, in this study, we analyze how perceived quality dimensions may influence the effectiveness of two different commercial stimuli: displays and advertising flyers. While displays work within the point of sale under time-constrained conditions where consumers are more likely to use heuristics to simplify their decisions, advertising flyers work outside of the point of sale under low time-constrained conditions, and therefore favor a more reasoned purchase decision where systematic processing will be more likely. We analyze the role of quality perception in determining the effectiveness of both these commercial stimuli for selling products that induce high purchase involvement and perceived risk. The empirical analysis focuses on computer products sold by one of Europe's largest computer retailers and it combines scanner, observational, and survey data. The results show that both dimensions of quality perceptions moderate the influence of displays and advertising flyers on sales, but their impact is different on each commercial stimuli. Extrinsic quality perception increases to a greater extent the effect of displays due to the use of a brand name

  8. House of Quality (HoQ) as a tool for improvement customer satisfaction

    International Nuclear Information System (INIS)

    Fazila Said; Noriah Mod Ali; Siti Mariam Ibrahim

    2010-01-01

    Full-text: Improvements to the customer satisfaction level is an important agenda today for the preservation of a quality certification. This study shows where the critical attributes or Voice of Customers, VOC-interest analysis of the results of Importance Performance Analysis (IPA). Questionnaires from our four customer service centers at Malaysian Nuclear Agency has been used in developing the House of Quality (HoQ). The innovation of HoQ is one of the simple and attractive services that display comprehensive information covering the needs of customers (VOC), the technical response, the correlation of technical, communication matrix, technical and planning division. Therefore, the information obtained from HoQ can be used in assisting the top management planning in accordance with the priority improvement activities to improve customer satisfaction levels in the near future. (author)

  9. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other....... this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover...

  10. The effect of proposed software products' features on the satisfaction and dissatisfaction of potential customers

    Science.gov (United States)

    Hussain, Azham; Mkpojiogu, Emmanuel O. C.; Yusof, Muhammad Mat

    2016-08-01

    This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model's functional and dysfunctional technique was used along with Berger et al.'s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product. Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model's satisfaction and dissatisfaction scores were highly related to the Park et al.'s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.

  11. Evaluation and decision of products conceptual design schemes based on customer requirements

    International Nuclear Information System (INIS)

    Huang, Hong Zhong; Li, Yan Feng; Liu, Yu; Wang, Zhonglai; Liu, Wenhai

    2011-01-01

    Within the competitive market environment, understanding customer requirements is crucial for all corporations to obtain market share and survive competition. Only the products exactly meeting customer requirements can win in the market place. Therefore, customer requirements play a very important role in the evaluation and decision process of conceptual design schemes of products. In this paper, an evaluation and decision method based on customer requirements is presented. It utilizes the importance of customer requirements, the satisfaction degree of each evaluation metric to the specification, and an evaluation metric which models customer requirements to evaluate the satisfaction degree of each design scheme to specific customer requirements via the proposed BP neural networks. In the evaluation and decision process, fuzzy sets are used to describe the importance of customer requirements, the relationship between customer requirements and evaluation metrics, the satisfaction degree of each scheme to customer requirements, and the crisp set is used to describe the satisfaction degree of each metric to specifications. The effectiveness of the proposed method is demonstrated by an example of front suspension fork design of mountain bikes

  12. Evaluation and decision of products conceptual design schemes based on customer requirements

    Energy Technology Data Exchange (ETDEWEB)

    Huang, Hong Zhong; Li, Yan Feng; Liu, Yu; Wang, Zhonglai [University of Electronic Science and Technology of China, Sichuan (China); Liu, Wenhai [2China Science Patent Trademark Agents Ltd., Beijing (China)

    2011-09-15

    Within the competitive market environment, understanding customer requirements is crucial for all corporations to obtain market share and survive competition. Only the products exactly meeting customer requirements can win in the market place. Therefore, customer requirements play a very important role in the evaluation and decision process of conceptual design schemes of products. In this paper, an evaluation and decision method based on customer requirements is presented. It utilizes the importance of customer requirements, the satisfaction degree of each evaluation metric to the specification, and an evaluation metric which models customer requirements to evaluate the satisfaction degree of each design scheme to specific customer requirements via the proposed BP neural networks. In the evaluation and decision process, fuzzy sets are used to describe the importance of customer requirements, the relationship between customer requirements and evaluation metrics, the satisfaction degree of each scheme to customer requirements, and the crisp set is used to describe the satisfaction degree of each metric to specifications. The effectiveness of the proposed method is demonstrated by an example of front suspension fork design of mountain bikes.

  13. Service quality that improves customer satisfaction in a university: a case study in Institut Teknologi Indonesia

    Science.gov (United States)

    Theresia, L.; Bangun, R.

    2017-12-01

    Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.

  14. Photovoltaics manufacturer's overview of interactions with customers of photovoltaic products

    Energy Technology Data Exchange (ETDEWEB)

    Darkazalli, G.

    1982-11-01

    Communications between the customer and manufacturer of photovoltaic products often require time-consuming interaction before each has the necessary information. Customers appear not to know what information is needed by the supplier to size photovoltaic systems properly nor are they adequately able to estimate their own system needs. Customers can make unrealistic measurement demands and do not provide feedback to the supplier on system performance in the field.

  15. Customer Perception On Products Pricing Service Quality Towards Customers Quality Relationships And Loyalty Of Domestic Airlines Indonesia

    Directory of Open Access Journals (Sweden)

    Hasniaty

    2015-08-01

    Full Text Available Aviation services industry is an important industry that holds Indonesia. Indonesia has approximately 17 thousand islands scattered with a long coastline over 5000 kilometers. Air transport is an essential component for connecting approximately 250 million people with a population growth of 1.49 percent annually. Air transport services become business areas that are needed by todays modern society. This study aims to quantify the relationship between customer perceptions on the concept or product price service quality and relationship quality on customer loyalty of domestic airline in Indonesia. This study took a sample of 300 respondents. The data analyzed using SEM Structural Equation Modeling. The results of this study is theoretical findings suggests that the product has a significant positive effect on trust customer satisfaction and loyalty but positive effect is insignificant on commitment. The price has significant positive effect on trust commitment satisfaction but positive effect is insignificant on loyalty. Service quality has a significant positive effect on trust commitment satisfaction but positive effect is insignificant on loyalty. Trust has significant positive effect on satisfaction and loyalty. Commitment has significant positive effect on loyalty but positive effect is insignificant on loyalty. Satisfaction has significant positive effect on satisfaction and loyalty.

  16. Process Improvement: An Application in Special Steel Production Sector

    Directory of Open Access Journals (Sweden)

    Tansu TÜRKAN

    2017-07-01

    Full Text Available Customer requests are increasingly varied with the changing of the living conditions and developing technology. In this point, customers want to be met the demands which are good quality and suitable price quickly. The trend in today’s global competitive environment is to provide high quality, reasonably priced products and respond in the required time to customer demands. In this point, organizations should review their processes continuously and improve them. In this study begin with the general information about concept of process, process management and process improvement techniques. This paper continuous with an application in a steel production company which supplies product to the customers in the automotive industry that working with just in time philosophy. In this study different techniques for process improvement (Kaizen, Cause and Effect Diagram, Poka-Yoke, 8D, Failure Modes and Effects Analysis were used in combination.

  17. Integrating Customer Intimacy Into Radiology to Improve the Patient Perspective: The Case of Breast Cancer Screening.

    Science.gov (United States)

    Chhor, Chloe M; Mercado, Cecilia L

    2016-02-01

    The customer intimacy business model has emerged as a key operational approach for health care organizations as they move toward patient-centered care. The question arises how the customer intimacy approach can be implemented in the clinical setting and whether it can help practitioners address problems and improve quality of care. Breast cancer screening and its emphasis on the patient perspective provides an interesting case study for understanding how the customer intimacy approach can be integrated into radiologic practice to improve the patient experience.

  18. Survey of customer expectation and satisfaction: preliminary research of a modular product design approach for sheep cage design

    Directory of Open Access Journals (Sweden)

    Rochman Yuli Agusti

    2018-01-01

    Full Text Available This study aims to produce a modular sheep cage design. Feeding, maintenance and integrated waste management are taking into account in the design. The modular and integrated product design provides advantages such as (1 easy way of making and modifying the product, (2 enabling the utilization of existing facilities such as shade, (3 giving the user a sense of convenience as the waste can be processed and not being a source of pollution. The Modular Quality Function Deployment (QFD method is applied to identify modules associated with the customer needs of the product. A survey about customer expectation and satisfaction was conducted in order to evaluate the gap of both. The highest value of gap between customer expectation and satisfaction of products indicates that the customer needs are the focus of the problems. The most important customer needs are considered in modification and improvement of design. These are (1 the cage is not easy to fall down, (2 the sheep cage can last for long time, (3 it uses a strong frame, (4 the roof section materials is not easy to leak, and (5 It can be used even if one part of the cage is damaged.

  19. Assessing Customer Evaluation and Revenue Consequences of Component Sharing Across Brands in the Vertical Product Line

    NARCIS (Netherlands)

    P.C. Verhoef (Peter); K.H. Pauwels (Koen)

    2005-01-01

    textabstractComponent sharing may look great in the boardroom, but not in the showroom. Indeed, savings on R&D and production costs could be offset by a plunge in customer brand attractiveness and willingness to pay. This paper investigates the impact of component sharing on customer evaluation of

  20. Co-creation: Customer Integration in Social Media Based Product and Service Development

    NARCIS (Netherlands)

    Lorenzo Romero, Carlota; Constantinides, Efthymios; Brünink, Leonine A.

    2014-01-01

    Due to the rising level of global competition as well as a fast-growing number of innovations organizations are nowadays forced to find new ways to attract, gain and sustain loyal customers in order to stay competitive. Co-creation, the active involvement of customers in the process of new product

  1. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  2. Influence of customer quality perception on the effectiveness of commercial stimuli for electronic products

    Directory of Open Access Journals (Sweden)

    Álvaro eGarrido-Morgado

    2016-03-01

    Full Text Available Creating and maintaining customer loyalty are strategic requirements for modern business. In the current competitive context, product quality and brand experience are crucial in building and maintaining customer loyalty. Consumer loyalty, which may be classified into cognitive loyalty and affective loyalty, is related to customers’ quality perception. Cue utilization theory distinguishes two dimensions for perceived quality, extrinsic quality –linked to the brand– and intrinsic quality –related with internal product characteristics. We propose that (i cognitive loyalty is more influenced by intrinsic product quality whereas extrinsic product quality (brand name is more salient for affective loyalty and, (ii different commercial stimuli have a differential effectiveness on intrinsic and extrinsic perceived quality. In fact, in this study, we analyze how perceived quality dimensions may influence the effectiveness of two different commercial stimuli: displays and advertising flyers. While displays work within the point of sale under time-constrained conditions where consumers are more likely to use heuristics to simplify their decisions, advertising flyers work outside of the point of sale under low time-constrained conditions, and therefore favor a more reasoned purchase decision where systematic processing will be more likely. We analyze the role of quality perception in determining the effectiveness of both these commercial stimuli for selling products that induce high purchase involvement and perceived risk. The empirical analysis focuses on computer products sold by one of Europe’s largest computer retailers and it combines scanner, observational, and survey data. The results show that both dimensions of quality perceptions moderate the influence of displays and advertising flyers on sales, but their impact is different on each commercial stimuli. Extrinsic quality perception increases to a greater extent the effect of displays due

  3. CUSTOMER'S PERCEPTION TOWARDS FOOD TRUCK PRODUCTS IN INDIA

    OpenAIRE

    Dr. Ramakrishna Bandaru*, Prof. H. Venkateshwarlu

    2017-01-01

    Food Truck business is a very famous and a growing business in today’s time. Over the decade, every country in the world has been following the trend of the mobile food business. The silent feature of the food truck business is ‘customer reach and satisfaction’. Along with the increase in people living standards, ‘food on wheel’ business made a popular. According to IBIS World report, the food truck industry in the world has grown an average of 9.3% per year over the last five years. Slowly,...

  4. Applying CBR to machine tool product configuration design oriented to customer requirements

    Science.gov (United States)

    Wang, Pengjia; Gong, Yadong; Xie, Hualong; Liu, Yongxian; Nee, Andrew Yehching

    2017-01-01

    Product customization is a trend in the current market-oriented manufacturing environment. However, deduction from customer requirements to design results and evaluation of design alternatives are still heavily reliant on the designer's experience and knowledge. To solve the problem of fuzziness and uncertainty of customer requirements in product configuration, an analysis method based on the grey rough model is presented. The customer requirements can be converted into technical characteristics effectively. In addition, an optimization decision model for product planning is established to help the enterprises select the key technical characteristics under the constraints of cost and time to serve the customer to maximal satisfaction. A new case retrieval approach that combines the self-organizing map and fuzzy similarity priority ratio method is proposed in case-based design. The self-organizing map can reduce the retrieval range and increase the retrieval efficiency, and the fuzzy similarity priority ratio method can evaluate the similarity of cases comprehensively. To ensure that the final case has the best overall performance, an evaluation method of similar cases based on grey correlation analysis is proposed to evaluate similar cases to select the most suitable case. Furthermore, a computer-aided system is developed using MATLAB GUI to assist the product configuration design. The actual example and result on an ETC series machine tool product show that the proposed method is effective, rapid and accurate in the process of product configuration. The proposed methodology provides a detailed instruction for the product configuration design oriented to customer requirements.

  5. Quality-improvement initiatives focused on enhancing customer service in the outpatient pharmacy.

    Science.gov (United States)

    Poulin, Tenley J; Bain, Kevin T; Balderose, Bonnie K

    2015-09-01

    The development and implementation of quality-improvement initiatives to enhance customer service in an outpatient pharmacy of a Veterans Affairs (VA) medical center are described. Historically low customer service satisfaction rates with the outpatient pharmacy at the Philadelphia Veterans Affairs Medical Center prompted this quality-improvement project. A three-question survey was designed to be easily and quickly administered to veterans in the outpatient pharmacy waiting area. Using 5-point Likert scale, veterans were asked to rate (1) their overall experience with the outpatient pharmacy service and (2) their satisfaction with the customer service provided by the pharmacy department. They were also asked how they thought the pharmacy department could improve its customer service. After receiving feedback from the survey, several quality-improvement initiatives were developed. The initiatives were categorized as environmental, personnel, communicative, and technological. For each initiative, one or more tasks were developed and the initiatives were subsequently implemented over eight months. After each task was completed, veterans were surveyed to measure the impact of the change. A total of 79 veterans were surveyed before the implementation of the quality-improvement initiatives, and 49% and 68% rated their experience with the outpatient pharmacy and customer service favorably, respectively. Twenty-five veterans were surveyed after the implementation of numerous quality-improvement interventions, with 44% and 72% rating their experience with the outpatient pharmacy and customer service favorably. Customer service satisfaction with an outpatient pharmacy service at a VA medical center was enhanced through the implementation of various quality-improvement initiatives. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

  6. The Effect of Supply Disruptions on Customer Service Levels: a Case for Delivering Fertilizer Products using Maritime Transportation

    Science.gov (United States)

    Siswanto, N.; Kurniawati, U.; Wiratno, S. E.; Rusdiansyah, A.

    2018-04-01

    Delivering a product to customers can have a series of activities. It starts with the production of the product and then transporting it to the customers. However, uncontrollable and undesirable chance of disruption can occur during the delivery either at the production facility/supply side or in the process of transporting the product. Many researches has been conducting in the process of delivering the product. However not many considers these disruptions, although the disruptions has negative impacts on company such as reduce the profit, produce unbalanced inventory, and affect its reputation. This research will focus on the effect of supply disruption on customer service levels in the maritime transportation problem in order to maintain inventory level both in the supply and destination warehouses during predetermined planning horizon. The system considered consists of one loading port and two discharge ports for distributing one product. By using discrete event simulation, the result showed that supply disruption affects unbalanced inventory in the destination warehouses so that it will also influence company’s service level. The results show that there is a significant decreasing both in delivery service level, about 14%, and production service level, about 15% when the disruption occurs. A scenario to increase production rate is simulated to improved the service level.

  7. Improvement of the customer satisfaction through Quality Assurance Matrix and QC-Story methods: A case study from automotive industry

    Science.gov (United States)

    Sicoe, G. M.; Belu, N.; Rachieru, N.; Nicolae, E. V.

    2017-10-01

    Presently, in the automotive industry, the tendency is to adapt permanently to the changes and introduce the market tendency in the new products that leads of the customer satisfaction. Many quality techniques were adopted in this field to continuous improvement of product and process quality and advantages were also gained. The present paper has focused on possibilities that offers the use of Quality Assurance Matrix (QAM) and Quality Control Story (QC Story) to provide largest protection against nonconformities in the production process, throughout a case study in the automotive industry. There is a direct relationship from the QAM to a QC Story analysis. The failures identified using QAM are treated with QC Story methodology. Using this methods, will help to decrease the PPM values and will increase the quality performance and the customer satisfaction.

  8. Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

    OpenAIRE

    Budi Setiawan

    2014-01-01

    Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES) of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in th...

  9. A Case Investigation of Product Structure Complexity in Mass Customization Using a Data Mining Approach

    DEFF Research Database (Denmark)

    Nielsen, Peter; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    This paper presents a data mining method for analyzing historical configuration data providing a number of opportunities for improving mass customization capabilities. The overall objective of this paper is to investigate how specific quantitative analyses, more specifically the association rule...

  10. Using supply chain management to enable GIS units to improve their response to their customers' needs

    CSIR Research Space (South Africa)

    Schmitz, Peter MU

    2008-09-01

    Full Text Available in the manufacturing industry to manage the production of motor vehicles, electronic goods and pharmaceutical products. A supply chain consists of suppliers to a firm, the firm itself and customers at the other end of the chain. Goods flow up the chain from...

  11. Automatic user customization for improving the performance of a self-paced brain interface system.

    Science.gov (United States)

    Fatourechi, Mehrdad; Bashashati, Ali; Birch, Gary E; Ward, Rabab K

    2006-12-01

    Customizing the parameter values of brain interface (BI) systems by a human expert has the advantage of being fast and computationally efficient. However, as the number of users and EEG channels grows, this process becomes increasingly time consuming and exhausting. Manual customization also introduces inaccuracies in the estimation of the parameter values. In this paper, the performance of a self-paced BI system whose design parameter values were automatically user customized using a genetic algorithm (GA) is studied. The GA automatically estimates the shapes of movement-related potentials (MRPs), whose features are then extracted to drive the BI. Offline analysis of the data of eight subjects revealed that automatic user customization improved the true positive (TP) rate of the system by an average of 6.68% over that whose customization was carried out by a human expert, i.e., by visually inspecting the MRP templates. On average, the best improvement in the TP rate (an average of 9.82%) was achieved for four individuals with spinal cord injury. In this case, the visual estimation of the parameter values of the MRP templates was very difficult because of the highly noisy nature of the EEG signals. For four able-bodied subjects, for which the MRP templates were less noisy, the automatic user customization led to an average improvement of 3.58% in the TP rate. The results also show that the inter-subject variability of the TP rate is also reduced compared to the case when user customization is carried out by a human expert. These findings provide some primary evidence that automatic user customization leads to beneficial results in the design of a self-paced BI for individuals with spinal cord injury.

  12. When Product Life Cycle Meets Customer Activity Cycle

    DEFF Research Database (Denmark)

    Tan, Adrian Ronald

    2007-01-01

    Manufacturing companies have traditionally focused their efforts on designing, developing and producing products to offer on the market. Today global competition and demands for greater company responsibility of products throughout their entire life cycle are driving manufacturing companies to sh...

  13. Customer Satisfaction Index Model on Three Level Of Socioeconomic Status In Bogor Case Study: Customer Satisfaction on Branded Cooking Oil Product

    Directory of Open Access Journals (Sweden)

    Budi Setiawan

    2014-06-01

    Full Text Available Customer satisfaction index models have been developed in many countries, including Indonesia. Those models were commonly not focused on the socioeconomic status (SES of the customer, sothis condition could be a research gap. The aims of this research is to analyze the customer satisfaction index model of branded cooking oil product in Bogor, Indonesia based on SES established from the household monthly routine consumption. Questionnaires were used as primary data collection instrument in this study, while data analysis was carried out with variance based structural equation modeling (SEM which is also known as Partial Least Square (PLS model, and Kruskall Wallis nonparametric test. Perceived quality, perceived value and customer expectation as were significantly influencing the customer satisfaction construct in the structural model. This study also concluded that there is different level of overall customer satisfaction on the three levels of customer’s SES

  14. Persuasive Evidence: Improving Customer Service through Evidence Based Librarianship

    Directory of Open Access Journals (Sweden)

    Wendy A. Abbott

    2006-03-01

    Full Text Available Objective - To demonstrate how evidence based practice has contributed to informaing decisions and resolving issues if concern in service delivery at Bond University Librray. Methods - This paper critically analyses three evidence based research projects conducted at Bond University Library. Each project combined a range of research methods including surveys, literature reviews and the analysis of internal performance data to find solutions to problems in library service delivery. The first research project investigated library opening hours and the feasability of twenty-four hour opening. Another project reseached questions about the management of a collection of feature films on DVD and video. The thrd project investigated issues surrounding the teaching of EndNote to undergarduate students. Results - Despite some deficiencies in the methodologies used, each evidence based research project had positive outcomes. One of the highlights asn an essential feature of the process at Bond University Library was the involvement of stakeholders. The ability to build consensus and agree action plans with stakeholders was an important outcome of that process. Conclusion - Drawing on the experience of these research projects, the paper illustrates the benefits of evidence based information practice to stimulate innovation and improve library services. Librarians, like most professionals, need to continue to develop the skills and a culture to effectively carry out evidence based practice.

  15. Generative innovation practices, customer creativity, and the adoption of new technology products

    DEFF Research Database (Denmark)

    Tanev, Stoyan; Frederiksen, Marianne Harbo

    2014-01-01

    to adopt a new practice. The emphasis on adoption merges together innovation and entrepreneurship by shifting the focus from the inventor and the designer, through the entrepreneur, to the ultimate recipient of the innovative outcomes. Looking at customers as co-creators is critically important......: i) the increasing degree of complexity of everyday technological products requires a higher degree of creativity by customers to adopt; and ii) customer creativity is not only a function of user-technology interaction, it is a function of the various actors in the interactive environment surrounding...

  16. Customer Developing In Using the Islamic Banking Product at Bank Syariah Mandiri Tbk, Tegal Branch

    Directory of Open Access Journals (Sweden)

    Makmur Sujarwo

    2017-06-01

    Full Text Available This research is aimed to find out the influences of perception, attitude, motivation, religiousness and learning towards the customer's decision in choosing the islamic banking product. This research sample is the customer's Bank Syariah Mandiri Tegal. The total samples are 105 people from Tegal, Tegal Regency and Brebes Regency. The respondent's answers towards closed questions related to the studied variable in this research, then were analyzed by using double linear regression test, while the answers to the opened questions were analyzed qualitatively. The analysis result showed that the motivation and learning variables give positive and significant affect towards the customer's decision in choosing islamic banking product. Meanwhile, the perception, attitude, and religiousness variables do not give any affect towards the customer's decision.

  17. Improving electronic customers' profile in recommender systems using data mining techniques

    Directory of Open Access Journals (Sweden)

    Mohammad Julashokri

    2011-10-01

    Full Text Available Recommender systems are tools for realization one to one marketing. Recommender systems are systems, which attract, retain, and develop customers. Recommender systems use several ways to make recommendations. Two ways are using more than the others: collaborative filtering and content-based filtering. In this study, a recommender system model based on collaborative filtering has proposed. Proposed model was endeavored to improve the customer profile in collaborative systems to enhance the recommender system efficiency. This improvement was done using time context and group preferences. Experimental results show that the proposed model has a better recommendation performance than existing models.

  18. Improved wound care product

    DEFF Research Database (Denmark)

    2012-01-01

    The present invention pertains to use of sodium diacetate (NaHAc 2) as an antimicrobial agent against bacteria growing in biofilms. The aspects of the invention include a wound care product comprising sodium diacetate, a kit comprising a wound care product,and a methodof treating an infected wound....

  19. Extracting Product Features and Opinion Words Using Pattern Knowledge in Customer Reviews

    Directory of Open Access Journals (Sweden)

    Su Su Htay

    2013-01-01

    Full Text Available Due to the development of e-commerce and web technology, most of online Merchant sites are able to write comments about purchasing products for customer. Customer reviews expressed opinion about products or services which are collectively referred to as customer feedback data. Opinion extraction about products from customer reviews is becoming an interesting area of research and it is motivated to develop an automatic opinion mining application for users. Therefore, efficient method and techniques are needed to extract opinions from reviews. In this paper, we proposed a novel idea to find opinion words or phrases for each feature from customer reviews in an efficient way. Our focus in this paper is to get the patterns of opinion words/phrases about the feature of product from the review text through adjective, adverb, verb, and noun. The extracted features and opinions are useful for generating a meaningful summary that can provide significant informative resource to help the user as well as merchants to track the most suitable choice of product.

  20. Extracting product features and opinion words using pattern knowledge in customer reviews.

    Science.gov (United States)

    Htay, Su Su; Lynn, Khin Thidar

    2013-01-01

    Due to the development of e-commerce and web technology, most of online Merchant sites are able to write comments about purchasing products for customer. Customer reviews expressed opinion about products or services which are collectively referred to as customer feedback data. Opinion extraction about products from customer reviews is becoming an interesting area of research and it is motivated to develop an automatic opinion mining application for users. Therefore, efficient method and techniques are needed to extract opinions from reviews. In this paper, we proposed a novel idea to find opinion words or phrases for each feature from customer reviews in an efficient way. Our focus in this paper is to get the patterns of opinion words/phrases about the feature of product from the review text through adjective, adverb, verb, and noun. The extracted features and opinions are useful for generating a meaningful summary that can provide significant informative resource to help the user as well as merchants to track the most suitable choice of product.

  1. Extracting Product Features and Opinion Words Using Pattern Knowledge in Customer Reviews

    Science.gov (United States)

    Lynn, Khin Thidar

    2013-01-01

    Due to the development of e-commerce and web technology, most of online Merchant sites are able to write comments about purchasing products for customer. Customer reviews expressed opinion about products or services which are collectively referred to as customer feedback data. Opinion extraction about products from customer reviews is becoming an interesting area of research and it is motivated to develop an automatic opinion mining application for users. Therefore, efficient method and techniques are needed to extract opinions from reviews. In this paper, we proposed a novel idea to find opinion words or phrases for each feature from customer reviews in an efficient way. Our focus in this paper is to get the patterns of opinion words/phrases about the feature of product from the review text through adjective, adverb, verb, and noun. The extracted features and opinions are useful for generating a meaningful summary that can provide significant informative resource to help the user as well as merchants to track the most suitable choice of product. PMID:24459430

  2. AutoMOPS--B2B and B2C in mask making: mask manufacturing performance and customer satisfaction improvement through better information flow management

    Science.gov (United States)

    de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart

    2001-04-01

    Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customer satisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.

  3. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  4. Improving workplace expertise to meet increasing customer requirements: The impact of training

    NARCIS (Netherlands)

    Streumer, Jan; Calon, Marie-José

    1997-01-01

    This article focuses upon the training of engineers at a factory producing integrated circuits. Inadequate use of statistical process techniques by the engineers meant that the production process was not being optimised in the context of increasing customer requirements. A training needs analysis

  5. Customer Clustering Based on Customer Purchasing Sequence Data

    OpenAIRE

    Yen-Chung Liu; Yen-Liang Chen

    2017-01-01

    Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer...

  6. Improving pension product design

    DEFF Research Database (Denmark)

    Konicz, Agnieszka Karolina; Mulvey, John M.

    2013-01-01

    The paper develops a pension product that can be oered in a dened contribution pension scheme as a deferred or immediate life annuity. The product is characterized by linking an individual's savings directly to market returns and differs from the products available in the market by being adjusted...... to individual needs. We argue that the asset allocation, the payout prole and the insured sum should not only depend on the plan member's age (or time left to retirement), nor only on her risk preferences, but should capture personal and economical characteristics. Among other factors, we include current wealth...... are optimal under the expected utility function of retirement benets given the individual's characteristics. The problem is solved via a model that combines two optimization approaches: stochastic optimal control and multistage stochastic programming. The rst method is common in nancial and actuarial...

  7. Frontline CALS - Extranet Enabled Support of Customer Relations Based on Product State Information

    DEFF Research Database (Denmark)

    Larsen, Michael Holm; Franck, Lesley Robert; Pedersen, Mogens Kühn

    1999-01-01

    commerce called Frontline CALS. Frontline CALS integrate three bodies of knowledge, i.e. Continuous Acquisition and Lifecycle Support, Electronic Commerce, and the Customer Consumption Chain in order to construct a concept that enhances the service quality for customers with time critical operations....... The essence of Frontline CALS is that it combines a product and a customer view with the aim of enhancing the service quality offered by the dealers in collaboration with the producer. The article further provides empirical insight from an early prototype implementation of a Web Service System intended......The electronic economy has proliferated during the past decade. Many initiatives are launched in order to support customer's interaction with the company, however, often fragmented. A more holistic approach is provided in this article. The article suggests a business model in the era of electronic...

  8. A Survey Study on Customer Experience in Banking Cash Management Products and, Participation Banking Example

    Directory of Open Access Journals (Sweden)

    Cüneyt DİRİCAN

    2016-04-01

    Full Text Available Banking as a safe bridge of risk management balances relation between deposit and loan. In the growing trend of interest-free banking Turkey practice, Participation Banking is working to fix the expectations of customers with reasonable solutions. For corporate customers with comprehensive cash management expectations, producing appropriate and fast solutions are important for a positive and sustainable customer experience. Cash Management covers collection of trade receivables and short -term debt payments. In this study, in the light of the financial ratios of participation banking within the banking industry, a participation bank customers' experiences and expectations in cash management products and services were evaluated with the survey methodology and its importance were also examined.

  9. Collaborative Services for Customized Production in Networked Companies

    OpenAIRE

    Fornasiero , Rosanna; Bastos , João; Azevedo , Américo; Zangiacomi , Andrea; Coscia , Eva

    2013-01-01

    Part 12: Services II; International audience; Increasingly, consumer demand of fashionable products is arising as significant challenge for company managers. In order to respond to this demand, companies are asked to supply small series of innovative and fashionable goods of high quality, affordable price and eco-compatibility in short periods of time and with high service levels. As a result of these rapidly evolving challenges, companies are forming collaborative networks in order to design...

  10. Customized Care: An intervention to Improve Communication and health outcomes in multimorbidity

    Directory of Open Access Journals (Sweden)

    Marsha N. Wittink

    2016-12-01

    Conclusions: With better communication about everyday challenges, patients and PCPs can have more informed discussions about health care options that positively influence patient outcomes. We expect that Customized Care will improve patient-PCP communication about day-to-day challenges, which can lead to better health outcomes.

  11. Breaking down IT silos: a "connected" way to improve customer experience and the bottom line.

    Science.gov (United States)

    Hallowell, Bruce; Turisco, Frances

    2009-03-01

    Hospitals can provide customer service like Amazon.com without purchasing new technology. Making technology interactive requires sharing patient data across applications and enhancing existing IT with decision support. Breaking down technology silos between hospital and outpatient care provider systems significantly improves efficiency, lowers costs, and speeds care delivery.

  12. Quality Quandaries: Improving a customer value stream at a financial service provider

    NARCIS (Netherlands)

    Kuiper, A.; van de Hoef, R.; Wesseling, M.; Lameijer, B.A.; Does, R.J.M.M.

    2016-01-01

    In the wake of the financial crisis, the financial sector had to make tremendous efforts in being more transparent and cost efficient (Blom and Kuenen 2009). As a consequence, over the last decade, various financial service providers have embraced a range of methods for improving their customer

  13. Identifying and prioritizing customer requirements from tractor production by QFD method

    Directory of Open Access Journals (Sweden)

    H Taghizadeh

    2017-05-01

    Full Text Available Introduction Discovering and understanding customer needs and expectations are considered as important factors on customer satisfaction and play vital role to maintain the current activity among its competitors, proceeding and obtaining customer satisfaction which are critical factors to design a successful production; thus the successful organizations must meet their needs containing the quality of the products or services to customers. Quality Function Deployment (QFD is a technique for studying demands and needs of customers which is going to give more emphasis to the customer's interests in this way. The QFD method in general implemented various tools and methods for reaching qualitative goals; but the most important and the main tool of this method is the house of quality diagrams. The Analytic Hierarchy Process (AHP is a famous and common MADM method based on pair wise comparisons used for determining the priority of understudied factors in various studies until now. With considering effectiveness of QFD method to explicating customer's demands and obtaining customer satisfaction, generally, the researchers followed this question's suite and scientific answer: how can QFD explicate real demands and requirements of customers from tractor final production and what is the prioritization of these demands and requirements in view of customers. Accordingly, the aim of this study was to identify and prioritize the customer requirements of Massey Ferguson (MF 285 tractor production in Iran tractor manufacturing company with t- student statistical test, AHP and QFD methods. Materials and Methods Research method was descriptive and statistical population included all of the tractor customers of Tractor Manufacturing Company in Iran from March 2011 to March 2015. The statistical sample size was 171 which are determined with Cochran index. Moreover, 20 experts' opinion has been considered for determining product's technical requirements. Literature

  14. Improving employee productivity through improved health.

    Science.gov (United States)

    Mitchell, Rebecca J; Ozminkowski, Ronald J; Serxner, Seth

    2013-10-01

    The objective of this study was to estimate productivity-related savings associated with employee participation in health promotion programs. Propensity score weighting and multiple regression techniques were used to estimate savings. These techniques were adjusted for demographic and health status differences between participants who engaged in one or more telephonic health management programs and nonparticipants who were eligible for but did not engage in these programs. Employees who participated in a program and successfully improved their health care or lifestyle showed significant improvements in lost work time. These employees saved an average of $353 per person per year. This reflects about 10.3 hours in additional productive time annually, compared with similar, but nonparticipating employees. Participating in health promotion programs can help improve productivity levels among employees and save money for their employers.

  15. Improvement of customer satisfaction evaluation for quality management system and accreditation in Nuclear Malaysia

    International Nuclear Information System (INIS)

    Fazila Said; Noriah Ali; Siti Mariam Ibrahim

    2010-01-01

    Malaysian Nuclear Agency (Nuclear Malaysia) possesses seven certification of Quality Management System, namely ISO 9001:2008, and two certification of Malaysia Laboratory Accreditation Scheme, namely ISO/IEC 17025:2005. General Requirement of Standard for those two certifications needs customer satisfaction evaluation to be conducted every year. Thus, the Innovation Management Centre (IMC) undertakes improvement action to harmonise and coordinate the formulation of questionnaires in Nuclear Malaysia based on data analysis for 2009. The newly developed questionnaire that applies to all processes and laboratories that have received or awaiting certification have value addition in terms of analytical methods that are more concise, precise, simple and focus on effective action plan to enhance customer satisfaction. Methods such as Importance-Performance Analysis (IPA), Customer Satisfaction Index (CSI) and Service Quality Dimension (SERVQUAL) will be used in this research. (author)

  16. Ways to improve logistics for the benefit of the producers’ foreign customers

    Directory of Open Access Journals (Sweden)

    BALASESCU Marius

    2017-01-01

    Full Text Available This study is aimed at the optimization of logistics services for foreign clients. The main objectives of the in vestigation are: the measurement of the logistics service level for a company’s external clients, assessing the current potential of the logistics service strategy offered by the foreign customers’ companies, creating a strategy that targets the improvement of the quality of foreign customer service. The instruments used in the analysis can be classified into three major categories: the company’s economic results expressed by the measurement of such variables as servi ce level, information from foreign customers consisting of their findings on the investigated matters; conceptual resources regarding the analysis of the customer logistics service level .

  17. Information technology innovation - a genuine driver of improving customer relationship management in romanian companies

    Directory of Open Access Journals (Sweden)

    Ph.D.Associate Professor Camelia Cojocaru

    2012-05-01

    Full Text Available Consolidating the IT field of the company represents a target for most IT responsible, nowadays. At the same time, organizations expect their IT expenditure to increase in the next decade. This paper aims to underline the new generation of information technology and how to use them to make better business decisions in managing enterprise resources and improve customer relationships. The alternative goal is to place the focus not only on developing new software but also on achieving business results, placing particular emphasis on customer relationship management. The purpose of technology is to solve practical business problems, and one of them is the necessity to understand and maintain relationships with the customers. The paper will reveal the companies’ responses to the latest dramatic changes in the informational technologies, in order to cope with the persistence of the global economic crisis and to assure increase of organizational efficiency and profit.

  18. CoJet technology for oxygen injection injection in EAFS - industrial gases supply and customers productivity improvements; Tecnologia CoJet para injecao de oxigenio em FEAS - fornecimento de gases e aumento da produtividade dos clientes

    Energy Technology Data Exchange (ETDEWEB)

    Marques, Izaias Lucas; Zagury, Pedro Athias [White Martins Gases Industriais Ltda., Rio de Janeiro, RJ (Brazil)

    2010-07-01

    PRAXAIR is one of the largest industrial gases producers of the World, being present in more than 40 countries and strongly connected to the steel industry. PRAXAIR has experience to supply products and services to all kinds of steel mills. Several technologies developed by the Company, such as CoJet (a system to coherent oxygen jet injection in EAF and BOF furnaces), Slag Splashing (splashing slag to cover BOF furnaces walls increasing refractory wear campaign life), AOD (a process for specialty steel production) and others, are currently in commercial operation in different parts of the world. In Brazil, Praxair is the owner of White Martins, the largest industrial gases company in South America, present in nine countries of the continent. Company's portfolio includes atmospheric gases, carbonic gas production, acetylene, hydrogen, specialty and health and care gases, mixtures for welding, gas seamless steel cylinders, applications equipment, and storage and gases transportation. The Company also operates a natural gas liquefaction unit. In addition to technologies and process, Praxair / White Martins can also supply solutions for measurement, control and gases injection, according to strict safety and quality standards. The present work has the objective to show the benefits of the CoJet EAF System, oxygen injectors positioned in the furnace walls. In 2009, two systems have been installed in South American mills and the results achieved will be following discussed. (author)

  19. A CBR-Based and MAHP-Based Customer Value Prediction Model for New Product Development

    Science.gov (United States)

    Zhao, Yu-Jie; Luo, Xin-xing; Deng, Li

    2014-01-01

    In the fierce market environment, the enterprise which wants to meet customer needs and boost its market profit and share must focus on the new product development. To overcome the limitations of previous research, Chan et al. proposed a dynamic decision support system to predict the customer lifetime value (CLV) for new product development. However, to better meet the customer needs, there are still some deficiencies in their model, so this study proposes a CBR-based and MAHP-based customer value prediction model for a new product (C&M-CVPM). CBR (case based reasoning) can reduce experts' workload and evaluation time, while MAHP (multiplicative analytic hierarchy process) can use actual but average influencing factor's effectiveness in stimulation, and at same time C&M-CVPM uses dynamic customers' transition probability which is more close to reality. This study not only introduces the realization of CBR and MAHP, but also elaborates C&M-CVPM's three main modules. The application of the proposed model is illustrated and confirmed to be sensible and convincing through a stimulation experiment. PMID:25162050

  20. The effects assessment of firm environmental strategy and customer environmental conscious on green product development.

    Science.gov (United States)

    Tsai, Ming-Tien; Chuang, Li-Min; Chao, Shu-Tsung; Chang, Hsiao-Ping

    2012-07-01

    The purpose of this study is to examine why both parties (industry and consumer market) have mutual interests in protecting the environment but they still are hesitant to act green. The study used two-stage sampling from consumer market to depict ideal green product characteristics and reliable toy companies, and visit these companies for the second sample collection to examine whether the organizational eco-innovation strategy with customer value has a positive effect on green product development. In other words, the customer's benefit is an important factor for new product development strategy for green toys. This research shows that the willingness to buy green toys increases if most people in society buy green toys. This represents that customers are environmentally conscious and care about protecting the environment, or buying green toys is the result of a new economic trend and childhood education. The willingness to buy green toys increases if customers think that green products implies an enhancement on new product development to toy manufacturers. Further, if manufacturers are able to manage the difficulty of cooperation with all parties in the supply chain and difficulties related to production, they are willing to adopt customers' perceived value on green toys for their new product development strategy. It is rare to find academic research discussing the perspectives of both consumers and manufacturers in the same study because the research topic is very broad and many conditions must be considered. This research aims to find the effect of consumer-perceived value and company eco-innovation on green product development.

  1. New technologies for customizing products for people with special necessities: project FASHION-ABLE

    OpenAIRE

    DURÁ-GIL, JUAN V.; Ballester Fernandez, Alfredo; Cavallaro, Marco; Chiodi, Andrea; Ballarino, Andrea; Brondi, Carlo; von Arnim, Volkmar; Stellmach, Dieter

    2016-01-01

    Mass-customization of wearable products are offered as a higher added value to the broad public and have to compete with ready-to-wear offer. However, people with specific requirements are not covered by the current mass-customised products. This is the case of the elderly, disabled, diabetic and obese population groups when wearing textiles, clothing, footwear and textile-based orthotic goods. Further, at present, available knowledge and flexibility of production equipment and machinery of s...

  2. The Effect of Product Quality and Delivery Service on Online-customer Satisfaction in Zalora Indonesia

    OpenAIRE

    Handoko, Laras Putri

    2016-01-01

    The number of online transaction in Indonesia has increased in recent years with fashion products currently dominate the e-commerce market as the most frequently purchased products. The aims of this study are to analyze the effects of product quality and delivery service on online-customer satisfaction withdrawing taking online fashion retailer Zalora Indonesia as its research object. This research is causal type of research which uses primary data obtained through questionnaires and uses Mul...

  3. Behaviour of Czech customers when buying food products

    Directory of Open Access Journals (Sweden)

    Halina Starzyczná

    2013-01-01

    Full Text Available This paper presents partial results of the primary research conducted through a questionnaire survey focused on the behaviour of Czech consumers when buying food, with regard to the behaviour of men and women. Specific objectives included are a brief outline of the theoretical issues examined and secondary research on the buying behaviour of consumers when buying food, based on available statistical data and information. After 1989, the quality of the market has changed, sales space has increased as well as the level of sales conditions. Offer in stores has widened. Recently the results of inspections of supervisory authorities show a lot of negative information, mainly relating to foreign chains. The supply of poor quality food is more common. Some food is offered even though it’s expired. The proposed premises are based on the current situation in the Czech retail market. Despite increased consumer awareness about the quality of food, the majority of respondents buy food in large commercial units (supermarket, hypermarket, discounts. The majority of respondents do not follow information on the packaging of food products, but follow the expiration date. Sales of food with expired shelf life or expiration date re-taped is usually notified by the supervisory authorities, therefore, is noticed by consumers. Buying behaviour of men and women shows some differences. Our results, however, have not proved any significant ones, although a small difference has emerged.

  4. Improving Productivity via QWL Centers.

    Science.gov (United States)

    Bentley, Marion T.; Hansen, Gary B.

    1980-01-01

    Gives a brief history of productivity improvement legislation in the United States and of the development and demise of the National Center for Productivity and Quality of Working Life (QWL). Describes existing productivity and QWL centers, including their locations, scope, services, and activities, and urges greater support at the federal level.…

  5. Service Design based Co-creation framework for customer oriented product development in B2B context

    OpenAIRE

    Singh, Nidhi Rakesh

    2016-01-01

    In today’s ICT marketplace, customers have easy access to a lot of information about a company and its competitors’ products. Customers are using this information to only purchase a product which completely matches their requirement. In this challenging competitive landscape, developing products without fully understanding customer requirements does not re-main an option for companies anymore. Companies are using different approaches to under-stand customers’ requirements and to become more c...

  6. Improving Customer Waiting Time at a DMV Center Using Discrete-Event Simulation

    Science.gov (United States)

    Arnaout, Georges M.; Bowling, Shannon

    2010-01-01

    Virginia's Department of Motor Vehicles (DMV) serves a customer base of approximately 5.6 million licensed drivers and ID card holders and 7 million registered vehicle owners. DMV has more daily face-to-face contact with Virginia's citizens than any other state agency [1]. The DMV faces a major difficulty in keeping up with the excessively large customers' arrival rate. The consequences are queues building up, stretching out to the entrance doors (and sometimes even outside) and customers complaining. While the DMV state employees are trying to serve at their fastest pace, the remarkably large queues indicate that there is a serious problem that the DMV faces in its services, which must be dealt with rapidly. Simulation is considered as one of the best tools for evaluating and improving complex systems. In this paper, we use it to model one of the DMV centers located in Norfolk, VA. The simulation model is modeled in Arena 10.0 from Rockwell systems. The data used is collected from experts of the DMV Virginia headquarter located in Richmond. The model created was verified and validated. The intent of this study is to identify key problems causing the delays at the DMV centers and suggest possible solutions to minimize the customers' waiting time. In addition, two tentative hypotheses aiming to improve the model's design are tested and validated.

  7. Trends in the US hardwood lumber distribution industry: changing products, customers, and services

    Science.gov (United States)

    Urs Buehlmann; Omar Espinoza; Matthew Bumgardner; Bob. Smith

    2010-01-01

    Efficient and effective supply chains are the backbone of any industry, including the forest products industry. As the US secondary hardwood industry has undergone a profound transformation and large parts of the industry have moved offshore, the supply chain is adapting to these new realities. Remaining and new customers of US hardwood lumber distributors tend to be...

  8. Improving dose homogeneity in routine head and neck radiotherapy with custom 3-D compensation

    International Nuclear Information System (INIS)

    Harari, P.M.; Sharda, N.N.; Brock, L.K.; Paliwal, B.R.

    1998-01-01

    Background and purpose: Anatomic contour irregularity and tissue inhomogeneity can lead to significant radiation dose variation across the complex treatment volumes found in the head and neck (HandN) region. This dose inhomogeneity can routinely create focal hot or cold spots of 10-20% despite beam shaping with blocks or beam modification with wedges. Since 1992, we have implemented the routine use of 3-D custom tissue compensators fabricated directly from CT scan contour data obtained in the treatment position in order to improve dose uniformity in patients with tumors of the HandN. Materials and methods: Between July 1992 and January 1997, 160 patients receiving comprehensive HandN radiotherapy had 3-D custom compensators fabricated for their treatment course. Detailed dosimetric records have been analyzed for 30 cases. Dose uniformity across the treatment volume and clinically relevant maximum doses to selected anatomic sub-sites were examined with custom-compensated, uncompensated and optimally-wedged plans. Results: The use of 3-D custom compensators resulted in an average reduction of dose variance across the treatment volume from 19±4% for the uncompensated plans to 5±2% with the use of 3-D compensators. Optimally-wedged plans were variable, but on average a 10±3% dose variance was noted. For comprehensive HandN treatment which encompassed the larynx within the primary field design, the peak doses delivered were reduced by 5-15% with 3-D custom compensation as compared to optimal wedging. Conclusions: The use of 3-D custom tissue compensation can improve dose homogeneity within the treatment volume for HandN cancer patients. Maximum doses to clinically important structures which often receive greater than 105-110% of the prescribed dose are routinely reduced with the use of 3-D custom compensators. Improved dose uniformity across the treatment volume can reduce normal tissue complication profiles and potentially allow for delivery of higher total doses in

  9. CEM: Increasing productivity through the management and monitoring of experiences provided to customers

    Directory of Open Access Journals (Sweden)

    Adriana Arineli

    2015-12-01

    Full Text Available Dealing with intangible and so subtle experience is unusual and a huge challenge for management that is not used to measure what has no numbers, but maybe they need to see beyond the obvious and accessible statistics. Recently, several studies point to the importance of customer experience management (CEM. However, if the CEM is a strategy to focus on operations and processes of a business around the customers’ experiences with the company, it is essential to seek grants to structure it and find out its effectiveness. This study examines the issues involved in offering superior customer experiences on fashion retail stores in Brazil, identifying the relation between productivity and CEM. Through a research with managers of three important Brazilian clothing retail chains, it was possible to analyze the aspects that impact on the customer experience and their relevance. A questionnaire was applied to evaluate 23 variables that make up the experience of the customer and their impact on increasing productivity. Some statistical techniques were used for data processing and it was possible to realize that only 4 of the 23 items were not relevant for customer experience. It can be concluded that CEM is effective in increasing productivity and can be used as a guideline matrix management in decision-making to promote superior customer experiences. Specific characteristics of each segment suggest different impacts in every aspect. Therefore, it is crucial that each segment review its own variables that will structure the CEM. Even assuming that it is defiant see beyond the obvious, maybe this is the necessary opportunity to create real competitive advantage and longevity for companies that want to stand out and be successful over time.

  10. Assessing the antecedents of customer loyalty on healthcare insurance products: Service quality; perceived value embedded model

    Directory of Open Access Journals (Sweden)

    Fadi Abdelmuniem Abdelfattah

    2015-11-01

    Full Text Available Purpose: This research aim to investigate the influence of service quality attributes towards customers’ loyalty on health insurance products. In addition, this research also tested the mediation role of perceived value in between service quality and customers’ loyalty on health insurance products. Design/methodology/approach: Based on the literature review, this research developed a conceptual model of customers loyalty embedded with service quality and perceived value. The study surveyed 342 healthcare insurance customers. Apart from assessing the reliability and validity of the constructs through confirmatory factor analysis, this research also used structural equation modelling (SEM approach to test the proposed hypothesis. Findings: The results from the inferential statistics revealed that the healthcare insurance customers are highly influenced by service quality followed by the perceived value in reaching their loyalty towards a particular health insurance service provider. Research limitations/implications: The sample for this study is based on health insurance customers only and it is suggested that future studies enlarge the scope to include others type of customers of different insurance products. Practical implications: In order to encourage the customers to more loyal towards their service providers, this research will add value for the mangers to understand the items of service quality and considering the perceived value of the target customers in order to optimize their loyalty. As whole, the outcome of this research will assist managers for better understanding of the customers’ loyalty antecedents under the perspective of healthcare insurance products. Originality/value: This paper has tried to provide a comprehensive understanding about customers’ loyalty under the perspective of service quality and perceived values context in the Malaysian health care insurance industry. Since there was a lack of such research in

  11. CUSTOMER PERCEIVED QUALITY IMPROVEMENT OF SYNTHETIC FIBER USING FUZZY QFD: A CASE STUDY

    Directory of Open Access Journals (Sweden)

    Golam Kabir

    2011-06-01

    Full Text Available The performance of the ready-made garment (RMG industry has been one of the most notable success stories of the Bangladesh economy over two decades. To meet the growing demand of synthetic yarns, Bangladesh has to import it from foreign countries which cost a substantial amount of foreign currency for the country. It is a pressing need for local manufacturers to come forward, produce quality synthetic yarn and fulfill the demand of the local market. The purpose of this paper is to present a Fuzzy Quality Function Deployment (FQFD model to indentify customer requirements and also demonstrate how these requirements can be used to prioritize the design requirements for manufacturing of synthetic yarns. In this system, Fuzzy set theory is integrated into house of quality (HOQ to overcome the shortcomings of the traditional QFD and to capture the inherent impreciseness and vagueness of customer requirements and facilitate to prioritize QFD information. Improving high priority design requirements will ultimately increase customer satisfaction and as a result customer perceived quality will soar.

  12. Method for matching customer and manufacturer positions for metal product parameters standardization

    Science.gov (United States)

    Polyakova, Marina; Rubin, Gennadij; Danilova, Yulija

    2018-04-01

    Decision making is the main stage of regulation the relations between customer and manufacturer during the design the demands of norms in standards. It is necessary to match the positions of the negotiating sides in order to gain the consensus. In order to take into consideration the differences of customer and manufacturer estimation of the object under standardization process it is obvious to use special methods of analysis. It is proposed to establish relationships between product properties and its functions using functional-target analysis. The special feature of this type of functional analysis is the consideration of the research object functions and properties. It is shown on the example of hexagonal head crew the possibility to establish links between its functions and properties. Such approach allows obtaining a quantitative assessment of the closeness the positions of customer and manufacturer at decision making during the standard norms establishment.

  13. Loss-Averse Retailer’s Optimal Ordering Policies for Perishable Products with Customer Returns

    Directory of Open Access Journals (Sweden)

    Xu Chen

    2014-01-01

    Full Text Available We investigate the loss-averse retailer’s ordering policies for perishable product with customer returns. With the introduction of the segmental loss utility function, we depict the retailer’s loss aversion decision bias and establish the loss-averse retailer’s ordering policy model. We derive that the loss-averse retailer’s optimal order quantity with customer returns exists and is unique. By comparison, we obtain that both the risk-neutral and the loss-averse retailer’s optimal order quantities depend on the inventory holding cost and the marginal shortage cost. Through the sensitivity analysis, we also discuss the effect of loss-averse coefficient and the ratio of return on the loss-averse retailer’s optimal order quantity with customer returns.

  14. COMPARISON OF CRM PROGRAMS BASING ON IMPROVING CUSTOMER PROFITABILITY: USING THE AHP METHOD

    Directory of Open Access Journals (Sweden)

    Dong-Fei Xue

    2014-04-01

    Full Text Available In this paper, we generalize the cause-related marketing (CRM methods that used by most current enterprises. And then, we probe into the difference of the effects of different types of CRM programs aiming at improving customer profitability by analytic hierarchy process (AHP. Consequently, we find out the sequencing results and provide some reference to the enterprises while performing CRM programs.

  15. Targeting utility customers to improve energy savings from conservation and efficiency programs

    International Nuclear Information System (INIS)

    Taylor, Nicholas W.; Jones, Pierce H.; Kipp, M. Jennison

    2014-01-01

    Highlights: • Improving DSM program impacts by targeting high energy users. • DSM energy savings potential hinges on pre-participation performance. • Targeting can benefit different utilities and energy efficiency programs. • Overall performance can be improved by up to 250% via targeting strategies. - Abstract: Electric utilities, government agencies, and private interests in the US have committed and continue to invest substantial resources – including billions of dollars of financial capital – in the pursuit of energy efficiency and conservation through demand-side management (DSM) programs. While most of these programs are deemed to be cost effective, and therefore in the public interest, opportunities exist to improve cost effectiveness by targeting programs to those customers with the greatest potential for energy savings. This article details an analysis of three DSM programs offered by three Florida municipal electric utilities to explore such opportunities. First, we estimate programs’ energy savings impacts; second, we measure and compare energy savings across subgroups of program participants as determined by their pre-intervention energy performance, and third, we explore potential changes in program impacts that might be realized by targeting specific customers for participation in the DSM programs. All three programs resulted in statistically significant average (per-participant) energy savings, yet average savings varied widely, with the customers who performed best (i.e., most efficient) before the intervention saving the least energy and those who performed worst (i.e., least efficient) before the intervention saving the most. Assessment of alternative program participation scenarios with varying levels of customer targeting suggests that program impacts could be increased by as much as 80% for a professional energy audit program, just over 100% for a high-efficiency heat pump upgrade program, and nearly 250% for an attic insulation

  16. "The Virtual Grocery Store: A Proposal to Improve the Quality of Life for Retail Customers through a Virtual Environment"

    OpenAIRE

    Choi, Katrina Jones

    2004-01-01

    With the prevalence and integration of the Internet in our lives, online shopping has become a popular and convenient method of obtaining goods. However, there is an important experience that occurs between the customer and the product as well as the customer and the space in the actual, physical store which does not yet occur in the virtual store (Raijas, 2002). Customersâ increased use of new technology and the Internet illustrates that an incredible growth potential exists in the elect...

  17. Improvement of radioisotope production technology

    International Nuclear Information System (INIS)

    Li Yongjian

    1987-01-01

    The widespreading and deepgoing applications of radioisotopes results the increasing demands on both quality and quantity. This in turn stimulating the production technology to be improved unceasingly to meet the different requirements on availability, variety, facility, purity, specific activity and specificity. The major approaches of achieving these improvements including: optimizing mode of production; enhancing irradiation conditions; amelioration target arrangement; adapting nuclear process and inventing chemical processing. (author)

  18. Becoming a Hidden Champion: From Selective use of Customer Intimacy and Product Leadership to Business Attractiveness

    Directory of Open Access Journals (Sweden)

    Balas Rant Melita

    2017-04-01

    Full Text Available This paper sheds light on factors that support SMEs becoming market leaders on an international scale. Specifically, it studies the hidden champion type of companies, defined as SMEs that hold market leadership in narrow business segments on a regional or wider international scale. The market positioning of hidden champions is defined subjectively by CEOs in such a way that they create a high level of business attractiveness. This explorative study reveals that product leadership and customer intimacy are two blocks that build the business attractiveness of hidden champions. More specifically, the study on data from 93 niche leaders from Central and Eastern Europe showed that product leadership negatively moderates the business attractiveness-performance relationship, while the impact of the combination of product leadership and customer intimacy on the business attractiveness-firm performance relationship is not straightforward and depends on different combinations of these values.

  19. The Role of Knowledge Acquisition in Facilitating Customer Involvement in Product Development: Examining the Mediation Effect of Absorptive Capacity

    Science.gov (United States)

    Dahiyat, Samer E.; Al-Zu'bi, Zu'bi M. F.

    2012-01-01

    Knowledge management has often been linked to product development, innovation, and customisation. In particular, effective exploitation of customer knowledge, through engaging customers in a process of co-creation of products, exemplifies such a link. Accordingly, this research aims to identify those dimensions of knowledge management activities…

  20. Study on Customer Experience Dimension Based on Online Shopping reviews of MI’s Products

    Directory of Open Access Journals (Sweden)

    Wang Lin

    2017-01-01

    Full Text Available This study has selected sorts of comments about MI’s products from its customers’ as research objects, then we used the theory of Rooting to analyze those objects, and explored the Customer Experience Dimensions’ type, characteristics and the way to impact others. The results come as follows: First of all, the Customers Experience Dimensions are consisted of nine major categories defined as Value Perception Experience, Sensory Experience, Quality Assurance Experience, Parts Experience, Purchase Experience, Service Experience, Brand Comparison Experience, Compensating Experience, Brand Reliance Experience respectively. Secondly, we put these nine major categories above all to compare the conclusions with the previous research, then we analyzed and integrated them, and finally obtained seven major categories containing Purchasing Website, Product Rendering, Delivery Experience, Transaction Convenience, Safety and Security, Brand Reliance, Marketing Communications respectively. In addition, we have conducted a further investigation to draw three types about the Customer Experience named Function Experience, Purchasing and Service Experience, and Brand Experience. Last but not the least, this paper has definitely provided the basis theory of how does the Customer Experience affect the Brand Loyalty for future research, as well as guided a definite orientation.

  1. DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM TO IMPROVE SERVICE QUALITY IN PT MANULIFE LIFE INSURANCE INDONESIA

    Directory of Open Access Journals (Sweden)

    Chriswanto Chriswanto

    2014-10-01

    Full Text Available Customer Relationship Management System (CRMS Development in order to improve service quality in PT. AJ. Manulife Indonesia is done by comprehending the performance model of the company and the factors that are affecting the company performance improvement and the quality of the decision to be taken by top management. System Dynamic is a method that can be used to stimulate complex systems. System Dynamics approach is expected to build a model of corporate performance that can be used to evaluate the quality of service to customers so that they can make decisions quickly and accurately. This study proves that the model is built with standard models used as changing targets and it can simulate a target quality of service to customers by delivering current and future achievement. Achievement in the future is influenced by the value of achievement of SLA, Response Time, and Defect, where the greater value of control, the greater value of the correction rate so that the GAP will be smaller. Correction rate which is determined in this study was 10%, 20%, and 30% of GAP (CB

  2. Improving market oriented product development in Danish food companies

    DEFF Research Database (Denmark)

    Harmsen, Hanne

    1994-01-01

    One of the factors that has been strongly associated with successful new product development is a profound knwledge of customers' needs and wants as well as the ability to transform this knowledge into specific product characteristics and benefits there is a general agreement on the importance of......-processing companies. Preliminary results show that the companies have improved their market orientation, but also that the change pro has been difficult and time-consuming and improvements rather incremental.......One of the factors that has been strongly associated with successful new product development is a profound knwledge of customers' needs and wants as well as the ability to transform this knowledge into specific product characteristics and benefits there is a general agreement on the importance...

  3. Improving productivity and firm performance with enterprise resource planning

    Science.gov (United States)

    Beheshti, Hooshang M.; Beheshti, Cyrus M.

    2010-11-01

    Productivity is generally considered to be the efficient utilisation of organisational resources and is measured in terms of the efficiency of a worker, company or nation. Focusing on efficiency alone, however, can be harmful to the organisation's long-term success and competitiveness. The full benefits of productivity improvement measures are realised when productivity is examined from two perspectives: operational efficiency (output/input) of an individual worker or a business unit as well as performance (effectiveness) with regard to end user or customer satisfaction. Over the years, corporations have adopted new technology to integrate business activities in order to achieve both effectiveness and efficiency in their operations. In recent years, many firms have invested in enterprise resource planning (ERP) in order to integrate all business activities into a uniform system. The implementation of ERP enables the firm to reduce the transaction costs of the business and improve its productivity, customer satisfaction and profitability.

  4. Four Easy Steps to Drastically Improve Your Phone-Based Customer Service.

    Science.gov (United States)

    Peller, Spencer; Beimes, Zachary

    2015-01-01

    Japan is renowned for impeccable customer service (as anyone who's watched an apple get wrapped up like a crown jewel in a Tokyo grocery store will tell you). The Japanese concept of kaizen (constant improvement) is a fundamental reason for this, and for the enduring success of conglomerates such as Toyota, Honda, and Sony. From afar, you may think this trait is caused by something in the waters from Mt. Fuji, but many in the know credit the work of an American engineer named W. Edwards Deming as the catalyst for this movement. If his ideas could transform a nation, there's no question they can improve the patient satisfaction rates at your practice.

  5. Can a customer relationship management program improve recruitment for primary care research studies?

    Science.gov (United States)

    Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

    2017-11-16

    Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

  6. Optimal inventory reallocation to customer orders in ceramic tile companies characterized by the lack of homogeneity in the product (LHP)

    International Nuclear Information System (INIS)

    Alemany, M. M. E.; Alarcon, F.; Oltra, R. F.; Lario, B. C.

    2013-01-01

    The lack of homogeneity in the product (LHP) is defined as the lack of uniformity required by the customer in the products. The LHP appears in companies where the final products obtained are not homogeneous, leading to the existence of different references (subtypes) of the same product. This lack of homogeneity is a problem when the client needs to be served through homogeneous units of a product and commit orders are based on planned quantities, whose final homogeneity characteristics are unknown at the time of acquiring the customer commitments. The frequent discrepancies caused by the LHP between planned homogeneous amounts and those actually obtained and available, can prevent the delivery of committed orders. To solve this problem, we propose a mathematical programming model for the reallocation of inventory in Make to Stock (MTS) ceramic tile companies characterized by the LHP that combines multiple objectives. The proposed mathematical model has been validated by its application to a real case of a ceramic company. The analysis of the obtained results indicates significant improvements in the number of orders completed on time and in sales revenue achieved. (Author) 33 refs.

  7. Customizing NASA's Earth Science Research Products for addressing MENA Water Challenges

    Science.gov (United States)

    Habib, Shahid

    2012-01-01

    As projected by IPCC 2007 report, by the end of this century the Middle East North Mrica (MENA) region is projected to experience an increase of 3 C to 5 C rise in mean temperatures and a 20% decline in precipitation. This poses a serious problem for this geographic zone especially when majority of the hydrological consumption is for the agriculture sector and the remaining amount is for domestic consumption. In late 2011, the World Bank, USAID and NASA have joined hands to establishing integrated, modem, up to date NASA developed capabilities for various countries in the MENA region for addressing water resource issues and adapting to climate change impacts for improved decision making for societal benefits. The main focus of this undertaking is to address the most pressing societal issues which can be modeled and solved by utilizing NASA Earth Science remote sensing data products and hydrological models. The remote sensing data from space is one of the best ways to study such complex issues and further feed into the decision support systems. NASA's fleet of Earth Observing satellites offer a great vantage point from space to look at the globe and provide vital signs necessary to maintain healthy and sustainable ecosystem. NASA has over fifteen satellites and thirty instruments operating on these space borne platforms and generating over 2000 different science products on a daily basis. Some of these products are soil moisture, global precipitation, aerosols, cloud cover, normalized difference vegetation index, land cover/use, ocean altimetry, ocean salinity, sea surface winds, sea surface temperature, ozone and atmospheric gasses, ice and snow measurements, and many more. All of the data products, models and research results are distributed via the Internet freely through out the world. This project will utilize several NASA models such as global Land Data Assimilation System (LDAS) to generate hydrological states and fluxes in near real time. These LDAS products

  8. No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

    Science.gov (United States)

    Clark, Karlene T.; Walker, Stephanie R.

    2017-01-01

    The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

  9. Questionnaire survey of customer satisfaction for product categories towards certification of ergonomic quality in design.

    Science.gov (United States)

    Mochimaru, Masaaki; Takahashi, Miwako; Hatakenaka, Nobuko; Horiuchi, Hitoshi

    2012-01-01

    Customer satisfaction was surveyed for 6 product categories (consumer electronics, daily commodities, home equipment, information systems, cars, and health appliances) by questionnaires based on the Analytic Hierarchy Process. Analyzing weight of evaluation factors, the 6 product categories were reorganized into 4 categories, those were related to 4 aspects in daily living that formed by two axes: home living - mobility life and healthy life - active communication. It was found that consumers were attracted by the actual user test by public institutes for all product categories. The certification based on the design process standard established by authorities, such as EQUID was the second best attractor for consumers.

  10. Improving dose homogeneity in head and neck radiotherapy with custom 3-D compensation

    International Nuclear Information System (INIS)

    Brock, Linda K.; Harari, Paul M.; Sharda, Navneet N.; Paliwal, Bhudatt R.; Kinsella, Timothy J.

    1996-01-01

    Purpose/Objective: Anatomic contour irregularities and tissue inhomogeneities can lead to significant radiation dose variation across complex treatment volumes. Such dose non-uniformity occurs routinely in radiation of the head and neck (H and N) despite beam shaping with blocks or beam modification with wedges. Small dose variations are amplified by the high total doses delivered (often >70 Gy) which can thereby influence late normal tissue complications as well as tumor control. We have therefore implemented the routine use of 3-D custom tissue compensators for our H and N cancer patients fabricated directly from CT scan contour data obtained in the treatment position. The capacity of such compensators to improve dose uniformity in patients with tumors of the H and N is herein reported. Materials and Methods: Between July 1992 and March 1995, 80 patients receiving H and N radiotherapy had 3-D custom compensators fabricated for their treatment course. Detailed dosimetric records have been reviewed for thirty cases to date (60 custom compensators). Dose uniformity across the treatment volume, peak dose delivery and maximum doses to selected, clinically relevant, anatomic subsites were analyzed and compared with uncompensated and wedged plans. Dose-volume histograms were generated and volumes receiving greater than 5% and 10% of the prescribed dose noted. Phantom dose measurements were performed for compensated fields using a water chamber and were compared to calculated doses in order to evaluate the accuracy of isodoses generated by the Theraplan treatment planning system. Accuracy of the fabrication and positioning of the custom compensators was verified by direct measurement. Results: Custom compensators resulted in an average reduction of dose variance across the treatment volume from 13.8% (7-20%) for the uncompensated plans to 4.5% (2-7%) with the compensators. Wedged plans were variable but on average an 8% (3-15%) dose variance was noted. Maximum doses

  11. 9 CFR 590.930 - Imported egg products; retention in customs custody; delivery under bond; movement prior to...

    Science.gov (United States)

    2010-01-01

    ... 9 Animals and Animal Products 2 2010-01-01 2010-01-01 false Imported egg products; retention in..., DEPARTMENT OF AGRICULTURE EGG PRODUCTS INSPECTION INSPECTION OF EGGS AND EGG PRODUCTS (EGG PRODUCTS INSPECTION ACT) Imports § 590.930 Imported egg products; retention in customs custody; delivery under bond...

  12. Apply 3D model on the customized product color combination for the interior decoration

    Science.gov (United States)

    Chen, Cheih-Ying

    2013-03-01

    The customized product color interface for the interior decoration is designed to simulate the display of various color combination sofas in the interior of the room. There are 144 color combinations of the spatial image resulted from four the interior rooms and 36 popular color sofas. The image compositing technique is adopted to appear the 144 color combinations of the spatial image on computer screen. This study tests the experience of using the interface by the questionnaire for User Interface Satisfaction (QUIS). The results show that the high grade of evaluation items including wonderful, easy, satisfying, stimulating and flexible for the experience of users. Therefore, the entrepreneur who wants to display the color primarily commodity could using the customized color combination interface with 3D models for consumers to take opportunity to find the appropriate products to meet with the interior room, so as to shorten communication time between entrepreneurs and consumers.

  13. Direct fuel cell product design improvement

    Energy Technology Data Exchange (ETDEWEB)

    Maru, H.C.; Farooque, M. [Energy Research Corp., Danbury, CT (United States)

    1996-12-31

    Significant milestones have been attained towards the technology development field testing and commercialization of direct fuel cell power plant since the 1994 Fuel Cell Seminar. Under a 5-year cooperative agreement with the Department of Energy signed in December 1994, Energy Research Corporation (ERC) has been developing the design for a MW-scale direct fuel cell power plant with input from previous technology efforts and the Santa Clara Demonstration Project. The effort encompasses product definition in consultation with the Fuel Cell Commercialization Group, potential customers, as well as extensive system design and packaging. Manufacturing process improvements, test facility construction, cell component scale up, performance and endurance improvements, stack engineering, and critical balance-of-plant development are also addressed. Major emphasis of this product design improvement project is on increased efficiency, compactness and cost reduction to establish a competitive place in the market. A 2.85 MW power plant with an efficiency of 58% and a footprint of 420 m{sup 2} has been designed. Component and subsystem testing is being conducted at various levels. Planning and preparation for verification of a full size prototype unit are in progress. This paper presents the results obtained since the last fuel cell seminar.

  14. Smart Product Design and Production Control for Effective Mass Customization in the Industry 4.0 Concept

    Directory of Open Access Journals (Sweden)

    Zawadzki Przemysław

    2016-09-01

    Full Text Available The paper presents a general concept of smart design and production control as key elements for efficient operation of a smart factory. The authors present various techniques that aid the design process of individualized products and organization of their production in the context of realization of the mass customization strategy, which allows a shortened time of development for a new product. Particular attention was paid to integration of additive manufacturing technologies and virtual reality techniques, which are a base of the so-called hybrid prototyping.

  15. Customer driven marketing strategy of LIC international in Bahrain: a product specific study

    OpenAIRE

    Pillai, Rajasekharan; Rao, M S; Thampy, Jaik; Peter, Jerrin

    2011-01-01

    Abstract Marketing of service product requires a slightly different strategy owing to the idiosyncratic nature of service items. The present study explores the customer oriented marketing strategy of LIC International in the Kingdom of Bahrain. The approach of the study was exploratory and personal interview was conducted to contribute major input source to the research. The company has been following a different marketing strategy in the study area different from the conventional approach in...

  16. Customer satisfaction survey to improve the European cystic fibrosis external quality assessment scheme.

    Science.gov (United States)

    Berwouts, Sarah; Dequeker, Elisabeth

    2011-08-01

    The Cystic Fibrosis European Network, coordinated from within the Katholieke Universiteit Leuven, is the provider of the European cystic fibrosis external quality assessment (EQA) scheme. The network aimed to seek feedback from laboratories that participated in the cystic fibrosis scheme in order to improve services offered. In this study we analysed responses to an on-line customer satisfaction survey conducted between September and November 2009. The survey was sent to 213 laboratories that participated in the cystic fibrosis EQA scheme of 2008; 69 laboratories (32%) responded. Scores for importance and satisfaction were obtained from a five-point Likert scale for 24 attributes. A score of one corresponded to very dissatisfied/very unimportant and five corresponded to very satisfied/very important. Means were calculated and placed in a two-dimensional grid (importance-satisfaction analysis). Means were subtracted from each other to obtain gap values (gap-analysis). No attribute had a mean score below 3.63. The overall mean of satisfaction was 4.35. Opportunities for improvement enclosed clarity, usefulness and completeness of the general report and individual comments, and user-friendliness of the electronic datasheet. This type of customer satisfaction survey was a valuable instrument to identify opportunities to improve the cystic fibrosis EQA scheme. It should be conducted on a regular basis to reveal new opportunities in the future and to assess effectiveness of actions taken. Moreover, it could be a model for other EQA providers seeking feedback from participants. Overall, the customer satisfaction survey provided a powerful quality of care improvement tool.

  17. Improving designer productivity. [artificial intelligence

    Science.gov (United States)

    Hill, Gary C.

    1992-01-01

    Designer and design team productivity improves with skill, experience, and the tools available. The design process involves numerous trials and errors, analyses, refinements, and addition of details. Computerized tools have greatly speeded the analysis, and now new theories and methods, emerging under the label Artificial Intelligence (AI), are being used to automate skill and experience. These tools improve designer productivity by capturing experience, emulating recognized skillful designers, and making the essence of complex programs easier to grasp. This paper outlines the aircraft design process in today's technology and business climate, presenting some of the challenges ahead and some of the promising AI methods for meeting these challenges.

  18. Customer familiarity with new industrial product technology and its influence on adoption: The case of De Beers diamond extraction equipment

    Directory of Open Access Journals (Sweden)

    Nabbie, A.

    2013-05-01

    Full Text Available An investigation was conducted into the influence of industry customers familiarity with new technology on their decisions when purchasing discontinuous industrial products. This was done in the context where the supplier and customer organisations are entities in the same company. Even in this favourable context, continuous products remained successful despite a better solution being available. Literature on this close type of relationship is sparse, mostly because information on such internal processes is generally regarded as competitive. The case investigated was the DebTech division of De Beers, and their experience with products that they design and manufacture for the global diamond mining industry. Product developer and customer data from applicable projects was analysed, and interviews and observations were conducted. The results indicate that familiarity with the product technology favourably influences perceptions of newness, safety, and the ease of integration of a product. Familiarity increases customers propensity to recommend and purchase new-technology products.

  19. Social media marketing and its impact on customer based brand equity of luxury fashion products

    OpenAIRE

    Moorjani, Shivani

    2013-01-01

    Luxury companies have recently started using social media platforms to reach their customers, increase brand awareness, encourage brand loyalty, improve perception of perceived quality and therefore enhance brand equity. Companies have the ability to reach millions of people through these online media; however, they do not have complete control over this new tool of communication since consumers around the world actively engage in the use of Internet to follow, like, share or comment about br...

  20. Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool

    Science.gov (United States)

    2016-10-01

    quality of life , and cognitive function. This design will allow us to assess the efficacy of IQ as a customizable balance treatment in TBI, and to...VANJHCS.  As  such,  we  have   explored  additional  avenues  and  are   working  closely  with  the  dedicated...AWARD NUMBER: W81XWH-14-2-0150 TITLE: Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool PRINCIPAL

  1. Large Scale Product Recommendation of Supermarket Ware Based on Customer Behaviour Analysis

    Directory of Open Access Journals (Sweden)

    Andreas Kanavos

    2018-05-01

    Full Text Available In this manuscript, we present a prediction model based on the behaviour of each customer using data mining techniques. The proposed model utilizes a supermarket database and an additional database from Amazon, both containing information about customers’ purchases. Subsequently, our model analyzes these data in order to classify customers as well as products, being trained and validated with real data. This model is targeted towards classifying customers according to their consuming behaviour and consequently proposes new products more likely to be purchased by them. The corresponding prediction model is intended to be utilized as a tool for marketers so as to provide an analytically targeted and specified consumer behavior. Our algorithmic framework and the subsequent implementation employ the cloud infrastructure and use the MapReduce Programming Environment, a model for processing large data-sets in a parallel manner with a distributed algorithm on computer clusters, as well as Apache Spark, which is a newer framework built on the same principles as Hadoop. Through a MapReduce model application on each step of the proposed method, text processing speed and scalability are enhanced in reference to other traditional methods. Our results show that the proposed method predicts with high accuracy the purchases of a supermarket.

  2. Leveraging management information in improving call centre productivity

    Directory of Open Access Journals (Sweden)

    Manthisana Mosese

    2016-04-01

    Objectives: This research explored the use of management information and its impact on two fundamental functions namely, improving productivity without compromising the quality of service, in the call centre of a well-known South African fashion retailer, Edcon. Following the implementation of the call centre technology project the research set out to determine how Edcon can transform their call centre to improve productivity and customer service through effective utilisation of their management information. Method: Internal documents and reports were analysed to provide the basis of evaluation between the measures of productivity prior to and post the implementation of a technology project at Edcon’s call centre. Semi-structured in-depth and group interviews were conducted to establish the importance and use of management information in improving productivity and customer service. Results: The results indicated that the availability of management information has indeed contributed to improved efficiency at the Edcon call centre. Although literature claims that there is a correlation between a call centre technology upgrade and improvement in performance, evident in the return on investment being realised within a year or two of implementation, it fell beyond the scope of this study to investigate the return on investment for Edcon’s call centre. Conclusion: Although Edcon has begun realising benefits in improved productivity in their call centre from their available management information, information will continue to play a crucial role in supporting management with informed decisions that will improve the call centre operations. [pdf to follow

  3. TECHNICAL AND ORGANIZATIONAL IMPROVEMENTS OF PACKAGING PRODUCTION PROCESS

    Directory of Open Access Journals (Sweden)

    Anna Rudawska

    2016-06-01

    Full Text Available Due to customer driven economies, today’s world markets are characterized by high fluctuations in market demand and the frequent arrival of new technologies and new products. To stay competitive in such markets manufacturing companies require continuous improvements both in technical and organizational areas of their activity. The paper presents results of the diagnosis provided in the manufacturing area of the company producing cardboard packages and recommendations to make the production process more efficient. Especially, among the proposed technical and organizational recommendations the most important ones are: automation of certain elements of the production process and changes in production plant layout.

  4. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  5. A framework for improving access and customer service times in health care: application and analysis at the UCLA Medical Center.

    Science.gov (United States)

    Duda, Catherine; Rajaram, Kumar; Barz, Christiane; Rosenthal, J Thomas

    2013-01-01

    There has been an increasing emphasis on health care efficiency and costs and on improving quality in health care settings such as hospitals or clinics. However, there has not been sufficient work on methods of improving access and customer service times in health care settings. The study develops a framework for improving access and customer service time for health care settings. In the framework, the operational concept of the bottleneck is synthesized with queuing theory to improve access and reduce customer service times without reduction in clinical quality. The framework is applied at the Ronald Reagan UCLA Medical Center to determine the drivers for access and customer service times and then provides guidelines on how to improve these drivers. Validation using simulation techniques shows significant potential for reducing customer service times and increasing access at this institution. Finally, the study provides several practice implications that could be used to improve access and customer service times without reduction in clinical quality across a range of health care settings from large hospitals to small community clinics.

  6. Production-logistic system in the aspect of strategies for production planning and control and for logistic customer service

    Directory of Open Access Journals (Sweden)

    Łukasz Hadaś

    2014-09-01

    Full Text Available Background: The authors made multi-dimensional review of production and logistic strategies in order to prove their coherence in shaping internal and external supply chain. The paper is concluded with definition of production-logistic system as an object of modeling in transformation of business systems of manufacturing companies. Material and methods: The paper is based on analysis of state of the art presented in the literature on the subject of production and logistics strategies. Publications of key importance were selected to identify genesis and basic assumptions of strategies and their functioning. Comparative synthesis of logistic and production strategies identified is developed with respect to authors' experience in application of predefined tools and methods characteristic for strategies identified. Results: The result of the work conducted is consolidation of production and logistic strategies according to multi-variant customer service and original definition of production and logistic system. Conclusions: Production system and logistic system can and should be treated as equal elements in context of material flows management in internal and external supply chains. Such approach enables modeling of both systems as coherent elements realizing selected strategy of customer service.     

  7. Customer system efficiency improvement assessment: Supply curves for transmission and distribution conservation options

    Energy Technology Data Exchange (ETDEWEB)

    Tepel, R.C.; Callaway, J.W.; De Steese, J.G.

    1987-11-01

    This report documents the results of Task 6 in the Customer System Efficiency Improvement (CSEI) Assessment Project. A principal objective of this project is to assess the potential for energy conservation in the transmission and distribution (TandD) systems of electric utilities in the BPA service area. The scope of this assessment covers BPA customers in the Pacific Northwest region and all non-federal TandD systems, including those that currently place no load on the BPA system. Supply curves were developed to describe the conservation resource potentially available from TandD-system efficiency improvements. These supply curves relate the levelized cost of upgrading existing equipment to the estimated amount of energy saved. Stated in this form, the resource represented by TandD loss reductions can be compared with other conservation options and regional electrical generation resources to determine the most cost-effective method of supplying power to the Pacific Northwest. The development of the supply curves required data acquisition and methodology development that are also described in this report. 11 refs., 11 figs., 16 tabs.

  8. Customization of electronic medical record templates to improve end-user satisfaction.

    Science.gov (United States)

    Gardner, Carrie Lee; Pearce, Patricia F

    2013-03-01

    Since 2004, increasing importance has been placed on the adoption of electronic medical records by healthcare providers for documentation of patient care. Recent federal regulations have shifted the focus from adoption alone to meaningful use of an electronic medical record system. As proposed by the Technology Acceptance Model, the behavioral intention to use technology is determined by the person's attitude toward usage. The purpose of this quality improvement project was to devise and implement customized templates into an existent electronic medical record system in a single clinic and measure the satisfaction of the clinic providers with the system before and after implementation. Provider satisfaction with the electronic medical record system was evaluated prior to and following template implementation using the current version 7.0 of the Questionnaire for User Interaction Satisfaction tool. Provider comments and improvement in the Questionnaire for User Interaction Satisfaction levels of rankings following template implementation indicated a positive perspective by the providers in regard to the templates and customization of the system.

  9. Customer Focused Product Design Using Integrated Model of Target Costing, Quality Function Deployment and Value Engineering

    Directory of Open Access Journals (Sweden)

    Hossein Rezaei Dolatabadi

    2013-01-01

    Full Text Available Target costing by integrating customer requirements, technical attributes and cost information into the product design phase and eliminating the non-value added functions, plays a vital role in different phases of the product life cycle. Quality Function Deployment (QFD and Value Engineering (VE are two techniques which can be used for applying target costing, successfully. The purpose of this paper is to propose an integrated model of target costing, QFD and VE to explore the role of target costing in managing product costs while promoting quality specifications meeting customers’ needs. F indings indicate that the integration of target costing, QFD and VE is an essential technique in managing the costs of production process. Findings also imply that integration of the three techniques provides a competitive cost advantage to companies.

  10. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  11. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  12. Computer aided dispatch - a discussion of how communications technology is used to improve customer service

    International Nuclear Information System (INIS)

    Swailes, J.B.

    1995-01-01

    The use of Computer Aided Dispatch (CAD) for information exchange between the corporate information network and the field personnel of the CU Gas Group was described. CAD was described as two interconnected systems; a large mainframe software system which interfaces with the radio transmission system as well as the Customer Information System (CIS), and a mini computer system which consists of mobile data terminals (MDTs), the radio hardware and the software necessary to communicate with the MDTs. Further details were given on the functionality of both the mainframe, as well as the mini computer system. Some of the functions performed by the CAD include call taking, employee calendar, work assignment, filling work, dispatching, reporting, correcting errors, providing order status information, fleet monitoring, appointments, and many others. The implementation process, the challenges faced by the communications team and their interactions with the organization was also described. The most important benefit was claimed to be improved customer service. The significance of that to corporate strategy was stressed

  13. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    OpenAIRE

    Kartika Puspitasari Adiningsih; Rita Nurmalina; MD. Djamaludin

    2015-01-01

    The objectives of this study were to: 1) identify the characteristics of the customers of Restaurant Nasi Bebek Ginyo, 2) to analyze factors influencing customer satisfaction and loyalty, and 3) to analyze the level of customer satisfaction and loyalty. Descriptive Analysis, Structural Equation Modelling (SEM), Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) were used to analyze the data. The results of the study showed that tangible, reliability, food quality, and perceive...

  14. An application of TOPSIS for selection of appropriate e-Governance practices to improve customer satisfaction

    Directory of Open Access Journals (Sweden)

    Ajinkya Joshi

    2017-08-01

    Full Text Available E-governance practices and standardization of processes are significant factors affecting the per-formance of government organizations and undertakings in India. Customer is the backbone of any organization and customer satisfaction is the key for ensuring the success. Using a multiple-criteria decision analysis method named TOPSIS, we attempt to study the impact of e-governance practices on customer satisfaction of Maharashtra Housing and Area Development Authority (MHADA. The method determines the ranking and contribution of different elements in an attempt to determine a suitable strategy for every customer segment. Results show that cus-tomers belonging to Higher Income Group (HIG and Middle Income Group (MIG are more satisfied with the Online Mitra Service while the customers of Lower Income Group (LIG and Economic Weaker Section (EWS are more inclined towards Process Standardization. In order to remove bias and obtain fairly accurate results the data were collected through questionnaire from every customer segment.

  15. Environmental improvement through product development

    DEFF Research Database (Denmark)

    McAloone, Tim C.; Bey, Niki

    Companies in Denmark and abroad are working increasingly to reduce human impacts on the environment and nature. At the same time there must still be a large focus on the creation of value for customers and consumers. This development gives rise to a huge potential for Danish companies, to create ...... Environmental Protection Agency’s company funding scheme. We hope you will be inspired!...

  16. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    Science.gov (United States)

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.

  17. Productivity improvements in gas distribution

    International Nuclear Information System (INIS)

    Young, M.R.

    1997-01-01

    In 1993, the Hilmer Report resulted in the introduction of the National Competition Policy which, in the case of the gas industry, aims to promote gas-on-gas competition where to date it has been excluded. In response, and to prepare for wide gas industry reform, Gas and Fuel formed three fundamentally different core businesses on 1 July 1996 - Energy Retail, Network, and Contestable Services. In one productivity improvement initiative which is believed to be unique, Gas and Fuel appointed three companies as strategic alliance partners for distribution system maintenance. Gas and Fuel can now concentrate on its core role as asset manager which owns and operates the distribution system while procuring all services from what will become non-regulated businesses. This Paper details this initiative and the benefits which have resulted from overall changes and improvements, and outlines the challenges facing Gas and Fuel in the future. (au)

  18. MOLTEN CARBONATE FUEL CELL PRODUCT DESIGN IMPROVEMENT

    Energy Technology Data Exchange (ETDEWEB)

    H.C. Maru; M. Farooque

    2005-03-01

    The program was designed to advance the carbonate fuel cell technology from full-size proof-of-concept field test to the commercial design. DOE has been funding Direct FuelCell{reg_sign} (DFC{reg_sign}) development at FuelCell Energy, Inc. (FCE, formerly Energy Research Corporation) from an early state of development for stationary power plant applications. The current program efforts were focused on technology and system development, and cost reduction, leading to commercial design development and prototype system field trials. FCE, in Danbury, CT, is a world-recognized leader for the development and commercialization of high efficiency fuel cells that can generate clean electricity at power stations, or at distributed locations near the customers such as hospitals, schools, universities, hotels and other commercial and industrial applications. FCE has designed three different fuel cell power plant models (DFC300A, DFC1500 and DFC3000). FCE's power plants are based on its patented DFC{reg_sign} technology, where a hydrocarbon fuel is directly fed to the fuel cell and hydrogen is generated internally. These power plants offer significant advantages compared to the existing power generation technologies--higher fuel efficiency, significantly lower emissions, quieter operation, flexible siting and permitting requirements, scalability and potentially lower operating costs. Also, the exhaust heat by-product can be used for cogeneration applications such as high-pressure steam, district heating and air conditioning. Several sub-MW power plants based on the DFC design are currently operating in Europe, Japan and the US. Several one-megawatt power plant design was verified by operation on natural gas at FCE. This plant is currently installed at a customer site in King County, WA under another US government program and is currently in operation. Because hydrogen is generated directly within the fuel cell module from readily available fuels such as natural gas and

  19. Smart Metering: Learning from telecommunication providers. Innovative customized products; Beim Smart Metering von Telekommunikationsanbietern lernen. Innovative Buendelprodukte

    Energy Technology Data Exchange (ETDEWEB)

    Isbrecht, Volker; Sombrutzki, Ingo [Putz und Partner Unternehmensberatung AG, Hamburg (Germany). Strategie- und Projektmanagement - Energiewirtschaft; Hofer, Kristina [Putz und Partner Unternehmensberatung AG, Hamburg (Germany). CRM- und Telekommunikation

    2010-04-06

    Deregulation in the electricity and gas metering has raised interest in smart meters. Experts estimate that in a four-person household, smart meters may reduce electricity consumption by up to 10 percent, i.e. 50 - 90 Euros, and CO2 emissions by 8.5 million tonnes, which amounts to 4 percent of the total CO2 emissions in Germany. These are ideal conditions for utilities to develop innovative products for the mass market of private consumers and to improve their competitive standing in the market by a clearly communicated advantage to both the customers and the climate. By utilizing the experience gained in the telecommunications industry, they will be able to respond quickly to impending challenges. (orig.)

  20. Product Variety, Consumer Preferences, and Web Technology: Can the Web of Data Reduce Price Competition and Increase Customer Satisfaction?

    Science.gov (United States)

    Hepp, Martin

    E-Commerce on the basis of current Web technology has created fierce competition with a strong focus on price. Despite a huge variety of offerings and diversity in the individual preferences of consumers, current Web search fosters a very early reduction of the search space to just a few commodity makes and models. As soon as this reduction has taken place, search is reduced to flat price comparison. This is unfortunate for the manufacturers and vendors, because their individual value proposition for a particular customer may get lost in the course of communication over the Web, and it is unfortunate for the customer, because he/she may not get the most utility for the money based on her/his preference function. A key limitation is that consumers cannot search using a consolidated view on all alternative offers across the Web. In this talk, I will (1) analyze the technical effects of products and services search on the Web that cause this mismatch between supply and demand, (2) evaluate how the GoodRelations vocabulary and the current Web of Data movement can improve the situation, (3) give a brief hands-on demonstration, and (4) sketch business models for the various market participants.

  1. Demographics-based differences in the relationship between perceived CSR and customer loyalty in the dairy products market

    Directory of Open Access Journals (Sweden)

    Moisescu Ovidiu-Ioan

    2015-09-01

    Full Text Available The purpose of the current paper is to investigate the demographics-based differences in the relationship between customers’ perceptions of corporate social responsibility (CSR and their loyalty towards brands/companies in the dairy products market, considering the socio-cultural and economic particularities of one of the largest countries of Central-Eastern Europe. For this purpose, a survey was implemented among a sample of 1461 dairy products consumers from the urban area of Romania, investigating perceived CSR and customer loyalty by using 28, and, respectively, 6 Likert-type items. Results show that customers’ loyalty towards dairy brands/companies is positively and significantly influenced by how customers perceive companies’ responsibility towards their customers, in all investigated demographic segments. However, there are other facets of perceived CSR (community development, the environment, economic success, sponsorship, public authorities in which case the relationship with customer loyalty is only significant in certain demographics-based market segments

  2. Customers' preferences with regard to attributes of electric power products; Kundenpraeferenzen fuer leistungsrelevante Attribute von Stromprodukten

    Energy Technology Data Exchange (ETDEWEB)

    Burkhalter, Andreas; Kaenzig, Josef; Wuestenhagen, Rolf [Univ. St. Gallen (Switzerland). Inst. fuer Wirtschaft und Oekologie

    2009-06-15

    This article addresses whether standard electricity products in Switzerland meet the preferences of private customers. To determine customers' preferred electricity product we conducted an online survey with choice experiments implying 9420 choice decisions by 628 respondents in Switzerland. Using hierarchical Bayes estimation we determined customer preferences and the importance of individual product attributes in product choice. This procedure makes it possible to calculate part worth utilities for product attributes and to derive customers' implicit willingness to pay. The ''electricity mix'' had the most important influence on choice decisions, followed by ''monthly electricity costs'' and the ''location of the electricity generation''. The current Swiss electricity mix which consists of mainly nuclear and hydro power was only rated second to last in a comparison of five alternative mixes. Customers clearly prefer electricity mixes containing green energy. Findings of this study reveal strategic options for product design, positioning, and marketing for a liberalized electricity market. (orig.)

  3. THE INFLUENCE OF PRODUCT QUALITY , PRICE PERCEPTION AND BRAND IMAGE ON SATISFACTION AND CUSTOMER LOYALTY HOLCIM CONCRETE READYMIX IN JAKARTA

    OpenAIRE

    Sita Budiastari

    2016-01-01

    The purpose of this research is to find a picture of the effect of product quality , price perception and brand image on satisfaction and customer loyalty ready mix concrete in Jakarta . This research is a quantitative study with descriptive and causal methods undertaken at Holcim Beton in 2013 with a sample of 100 customers in Jakarta and its surrounding the industrial and commercial segments project . Data collection by questionnaire respondents and analyzed using path analysis with SPSS ve...

  4. Scale-down of vinegar production into microtiter plates using a custom-made lid.

    Science.gov (United States)

    Schlepütz, Tino; Büchs, Jochen

    2014-04-01

    As an important food preservative and condiment, vinegar is widely produced in industry by submerged acetic acid bacteria cultures. Although vinegar production is established on the large scale, up to now suitable microscale cultivation methods, e.g. using microtiter plates, are missing to enable high-throughput cultivation and to optimize fermentation conditions. In order to minimize evaporation losses of ethanol and acetic acid in a 48-well microtiter plate during vinegar production a new custom-made lid was developed. A diffusion model was used to calculate the dimensions of a hole in the lid to guarantee a suitable oxygen supply and level of ventilation. Reference fermentation was conducted in a 9-L bioreactor to enable the calculation of the proper cultivation conditions in the microtiter plate. The minimum dissolved oxygen tensions in the microtiter plate were between 7.5% and 23% of air saturation and in the same range as in the 9-L bioreactor. Evaporation losses of ethanol and acetic acid were less than 5% after 47 h and considerably reduced compared to those of microtiter plate fermentations with a conventional gas-permeable seal. Furthermore, cultivation times in the microtiter plate were with about 40 h as long as in the 9-L bioreactor. In conclusion, microtiter plate cultivations with the new custom-made lid provide a platform for high-throughput studies on vinegar production. Results are comparable to those in the 9-L bioreactor. Copyright © 2013 The Society for Biotechnology, Japan. Published by Elsevier B.V. All rights reserved.

  5. Vape shop retailers' perceptions of their customers, products and services: A content analysis.

    Science.gov (United States)

    Tsai, Jennifer Y; Bluthenthal, Ricky; Allem, Jon-Patrick; Garcia, Robert; Garcia, Jocelyn; Unger, Jennifer; Baezconde-Garbanati, Lourdes; Sussman, Steve Y

    2016-01-01

    The popularity of electronic cigarettes (e-cigarettes) has spurred the growth of vape shops, but little is known about the retailers who may play an important role in the introduction and dissemination of vape products. In this paper we examine how retailers profile their customers and their perceptions of vaping, and the services their shops provide. Semi-structured interviews were conducted with a convenience sample of retailers (n=77) located across southern California. Open-ended questions were coded and analyzed using a content analysis approach. Three themes emerged from the content analysis: who vapes, why people vape, and the vape shop environment. Retailers profiled customers as friendly, health conscious, and interested in tobacco cessation or cessation maintenance. Retailers believed e-cigarettes were used recreationally or as products that help curb other addictive behaviors. While most retailers reported positive experiences with vaping, some reported potentially negative experiences including failed cessation attempts, dual use of e-cigarettes and combustible cigarettes, and increased nicotine dependence. Retailers reported that they regularly answer questions about vaping and believe their shops function as social lounges that are tied to other recreational activities. Retailers attach certain characteristics to their clientele, perceive certain health benefits associated with vaping, and seek to establish their shops as places that provide guidance on vape products as well as shops with a recreational aesthetic. As vape shops grow in popularity, additional research on, and regulation of, these retailers will be necessary. Education campaigns are needed to inform retailers of the benefits and consequences of vaping.

  6. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  7. Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers.

    Science.gov (United States)

    Crowell, C R; Anderson, D C; Abel, D M; Sergio, J P

    1988-01-01

    Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.

  8. A flag-up algorithm and test for nonstationary customer-specific product graphs

    DEFF Research Database (Denmark)

    Fenger, Morten H. J.; Scholderer, Joachim

    period. The results show that the test is clearly able to identify customers with evolving behavior, and that it can easily be deployed as part of a CRM system. It enables companies with loyalty programs to focus on nonstationary customers, i.e. customers who may represent opportunities for cross...

  9. An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii

    Science.gov (United States)

    1993-05-01

    consumers . The primary external customers of a hospital are the patients , third party...34ultimate consumer " of health care -- the patient (Labovitz, 1991). Therefore, this study focused on the " patient " as the basis for measuring the needs...overlooked. Measuring Customer Satisfaction McMillan (1987) cautions health care organizations that the lack of patient complaints does not necessarily

  10. Better customer insight - in real time : a new tool radically improves marketing research

    NARCIS (Netherlands)

    Wilson, H.N.; Macdonald, E.K.; Konus, U.

    2012-01-01

    To identify what influences the attitudes and behavior of customers, most companies rely on surveys, focus groups, and ethnographic research. The trouble is, surveys and focus groups tap customers’ memories, which are unreliable, and the presence of observers can cause customers to alter their

  11. The internal and external customer focused process improvement and the performance analysis studies in healthcare systems

    Directory of Open Access Journals (Sweden)

    Piril Tekin

    2017-07-01

    Full Text Available Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential to define the system well in order to ensure that the working staff and patients use their time very efficiently and that the process flows continuously. By having examined a sample healthcare system through the help of a study addressed in such context, studies on process improvement in line with the dissatisfactions of the working staff and patients have been carried out. Within the scope of the study, the operation of 7 Departments in a dental hospital undergoing a treatment process have been reviewed and examined. The problems encountered as result of the observations made are discussed in detail, and formerly and recently designed system performance analyses are conducted by having performed the respective process improvement studies. The relevant samplings of this study are modeled via the Arena Simulation Program. The data of the previous four months is used in the parameters, which are used through the modellings. The system data are entered by taking into account seasonal characteristics of the data. Findings: The analyses are made as a consequence of such study that has been addressed, it is established that the efficiency of the internal customers of the hospital increases substantially, and that the waiting durations of the dental patients decrease and in turn, the external customer satisfaction increases drastically. Research limitations/implications: Under the scope of the present study, 7 different treatment processes are analysed in a dental hospital in Cukurova Region with a significant patient potential. The treatment clinics present in the hospital are radiology, periodontology, surgery, treatment, orthodontics and prosthesis. These

  12. Pengaruh Customer Relationship Marketing Dan Brand Trust Terhadap Customer Loyalty Pada PT. Asuransi Jiwasraya (Persero) Cabang Pekanbaru

    OpenAIRE

    Pasaribu, Verawati; Karneli, Okta

    2017-01-01

    The development of business nowadays claim theirself to give the best and to do the improvement not only for the service but also their product. The dinamyc competition enable the business not to find the new customer, but to defend them for a loyal so that they don't interest to the other business. One of the customer loyalty strategy is Customer Relationship Marketing and Brand Trust. This reserach analyzes the influence of Customer Relationship Marketing and Brand Trust to Customer Loyalty...

  13. An improved triangulation laser rangefinder using a custom CMOS HDR linear image sensor

    Science.gov (United States)

    Liscombe, Michael

    3-D triangulation laser rangefinders are used in many modern applications, from terrain mapping to biometric identification. Although a wide variety of designs have been proposed, laser speckle noise still provides a fundamental limitation on range accuracy. These works propose a new triangulation laser rangefinder designed specifically to mitigate the effects of laser speckle noise. The proposed rangefinder uses a precision linear translator to laterally reposition the imaging system (e.g., image sensor and imaging lens). For a given spatial location of the laser spot, capturing N spatially uncorrelated laser spot profiles is shown to improve range accuracy by a factor of N . This technique has many advantages over past speckle-reduction technologies, such as a fixed system cost and form factor, and the ability to virtually eliminate laser speckle noise. These advantages are made possible through spatial diversity and come at the cost of increased acquisition time. The rangefinder makes use of the ICFYKWG1 linear image sensor, a custom CMOS sensor developed at the Vision Sensor Laboratory (York University). Tests are performed on the image sensor's innovative high dynamic range technology to determine its effects on range accuracy. As expected, experimental results have shown that the sensor provides a trade-off between dynamic range and range accuracy.

  14. Do Customer Perceptions of Corporate Services Brand Ethicality Improve Brand Equity?

    DEFF Research Database (Denmark)

    Iglesias, Oriol; Markovic, Stefan; Singh, Jatinder Jit

    2017-01-01

    using a panel of 2179 customers, the hypothesized structural model is tested using path analysis. The generalizability theory is applied to test for measurement equivalence between these categories. The results of the hypothesized model show that, in addition to a direct impact, customer perceived...... ethicality has a positive and indirect impact on brand equity, through the mediators of recognition benefits and brand image. Moreover, brand heritage negatively influences the impact of customer perceived ethicality on brand image. The main implication is that managers need to be aware of the need...

  15. Using Machine Learning and Data Analysis to Improve Customer Acquisition and Marketing in Residential Solar

    Energy Technology Data Exchange (ETDEWEB)

    Sigrin, Benjamin O [National Renewable Energy Laboratory (NREL), Golden, CO (United States)

    2017-10-18

    High customer acquisition costs remain a persistent challenge in the U.S. residential solar industry. Effective customer acquisition in the residential solar market is increasingly achieved with the help of data analysis and machine learning, whether that means more targeted advertising, understanding customer motivations, or responding to competitors. New research by the National Renewable Energy Laboratory, Sandia National Laboratories, Vanderbilt University, University of Pennsylvania, and the California Center for Sustainable Energy and funded through the U.S. Department of Energy's Solar Energy Evolution and Diffusion (SEEDS) program demonstrates novel computational methods that can help drive down costs in the residential solar industry.

  16. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  17. X Marks the Spot: Creating and Managing a Single Service Point to Improve Customer Service and Maximize Resources

    Science.gov (United States)

    Venner, Mary Ann; Keshmiripour, Seti

    2016-01-01

    This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The…

  18. Office of Workers' Compensation Programs: Goals and Monitoring Are Needed to Further Improve Customer Communications

    National Research Council Canada - National Science Library

    Brostek, Michael

    2000-01-01

    .... In general, our review focused on how well OWCP's performance management system was used to respond to claimants' and other customers' inquiries, both over the telephone and in written correspondence...

  19. Report: Controls and Oversight Needed to Improve Administration of EPA’s Customer Service Lines

    Science.gov (United States)

    Report #13-P-0432, September 26, 2013. The EPA has a variety of resources—including telephone hotlines, Web clearinghouses, and other online reference information—which the OIG has categorized as customer service lines (CSLs).

  20. The efficacy of staff training on improving internal customer satisfaction in a rural health setting.

    Science.gov (United States)

    Hartley, R; Turner, R

    1995-09-01

    The NSW Health Department is 3 years into its customer satisfaction initiative. North West Health Service, one of the largest rural health districts, was among the first centres to embrace the customer satisfaction philosophy starting with compulsory training of all staff. This paper reports on changes in staff morale (internal satisfaction) as a result of that training. The data suggest that training per se has had minimal effect and argues for management development, particularly regarding leadership, rather than fiscal skills.

  1. BUILDING CUSTOMER LOYALTY THROUGH IMPROVING SERVICE QUALITY- CASE: PIZZA BRAVO, KOUVOLA, FINLAND.

    OpenAIRE

    Nguyen Linh, Phuong; Do Thu, May

    2012-01-01

    Apparently, customer loyalty is regarded as one of the most crucial factors or “key performance indicators” for any business in general to exist and stay consolingly in the competitive business world. Furthermore, due to the contentment and good service quality, the corporation could retain the faithfulness from its consumers. As a result, the objective of this thesis is to widen a better scope of customer loyalty and how it can be obtained through good service quality. The theoretical f...

  2. EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

    Directory of Open Access Journals (Sweden)

    E. Kahya-Ozyirmidokuz

    2016-12-01

    Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

  3. Relationship Marketing: Spoke of a Wheel Reference to Industrial Customers Expectations and contentment towards Identification Products

    OpenAIRE

    Shrivastava, Roopal; Shrivastava, Dr.Sangya

    2012-01-01

    The future of business is social" -- Barry Libert,Author of Social Nation,CEO MzingaOrganizations, big or small, tries for customers satisfaction, delight and loyalty. The term relationship marketing was popularised in the 1980s when the focus of marketers started to switch from customer acquisition to customer retention. The tool kit for the marketers on which they can compete and survive are 4 pillars of marketing but the countries like India did not possess the knowledge of marketing till ...

  4. Structuring requirements as necessary premise for customer-oriented development of complex products: A generic approach

    Directory of Open Access Journals (Sweden)

    Sandra Klute

    2011-10-01

    Full Text Available Purpose: Complex products like for example intra-logistical facilities make high demands on developers and producers and involve high investment and operating costs. When planning and developing and also making buying decisions the facility utilization and the thus ensuing requirements on the facility and its components are inadequately considered to date. Nevertheless, with regard to customer-directed product design, these requirements must all be taken into account – especially as they can contribute to possible savings. In this context, it is necessary to survey and systematically regard requirements from a large number of areas like for example the operator, the facility producer and also requirements of external parties such as the law and to implement into adequate product characteristics to produce customer-oriented products. This is, however, a difficult task because of the diversity of stakeholders involved and their numerous and often divergent requirements. Therefore, it is essential to structure the requirements, so that planners and developers are able to manage the large amount of information. Structure models can be used in this context to cluster requirements. Within the German Collaborative Research Centre 696 a 10-dimensional model has been developed. This model allows structuring of all requirements on intra-logistical facilities or respectively complex products in general. In the context of dealing with hundreds of data records, structuring requirements is mandatory to achieve accuracy, clarity and consequently satisfactory results when transforming requirements into product characteristics which fit customer needs. In the paper an excerpt of this model is presented. Design/methodology/approach: In literature a multitude of methods which deal with the topic of structuring exist. The methods have been analysed regarding their purpose and their level of specification, i.e. the number of differentiated categories, to check if

  5. How to Reduce Customer Struggles in Online Shopping in China

    OpenAIRE

    Wang, Fan

    2012-01-01

    This paper attempts to provide efficient approaches on reducing customer struggles in online shopping. It appears that online retailing in China needs more improvements based on the customer-centred perspective. Customer struggles relate to physical and psychological flounders, such as unqualified products, unsatisfied services, loss of money and information leakage. Factors that affect customer struggles online include price, diversity of products, quality of items, quality of services, and ...

  6. Technological measures to improve automotive product quality

    OpenAIRE

    Gladkov, V.; Kruglov, S.

    2010-01-01

    The paper examines the basic technological measures aimed at improving product quality in automotive industry. While paying due attention to solving organizational and technological problems, including the development of certification systems for production processes, it is also necessary to improve the technical standards of specific technologies, equipment and materials as they largely determine product quality. Special emphasis is given to the importance of improving the production of auto...

  7. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  8. The Service for the Customers of Coal Products in the Context of the Conception of Relationship Marketing

    Directory of Open Access Journals (Sweden)

    Trushkina Nataliia V.

    2017-04-01

    Full Text Available The article is aimed at developing approaches to the service for various groups of customers of coal products in the context of the conception of relationship marketing. Content of the term of «service of the customers of coal products» has been clarified. An analysis of the dynamics of volume and structure of coal consumption in Ukraine was carried out. It has been proven that in organizing the marketing processes in terms of coal enterprise activities, it is appropriate to apply the conception of relationship marketing, essence of which is formation of a partnership based on a customer-oriented approach to the service for customers of coal products. A feature of this approach, unlike the existing ones, is the allocation of different groups of consumers of coal products, taking into consideration the volume of their annual demand and the specifics identified. It has been suggested that a systemic, process, and functional approaches to the organization of processes of service for the consumers of coal products be used in a single complex through the implementation of management functions.

  9. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    Directory of Open Access Journals (Sweden)

    Kartika Puspitasari Adiningsih

    2015-01-01

    Full Text Available The objectives of this study were to: 1 identify the characteristics of the customers of Restaurant Nasi Bebek Ginyo, 2 to analyze factors influencing customer satisfaction and loyalty, and 3 to analyze the level of customer satisfaction and loyalty. Descriptive Analysis, Structural Equation Modelling (SEM, Customer Satisfaction Index (CSI and Customer Loyalty Index (CLI were used to analyze the data. The results of the study showed that tangible, reliability, food quality, and perceived value had significantly contributed to influencing customer satisfaction. From the estimates of SEM output, the results of CSI for this study were 67.78% and CLI is 58. 11%. The results of the study suggested for managerial implications to increase the level of customer satisfaction and loyalty.Keywords: customer satisfaction, customer loyalty, SEM, CSI, CLIABSTRAKTujuan dari penelitian ini adalah: 1 mengidentifikasi karakteristik dan perilaku konsumen restoran Nasi Bebek Ginyo, 2 menganalisis faktor-faktor yang mempengaruhi kepuasan dan loyalitas konsumen, dan 3 menganalisis tingkat kepuasan dan loyalitas konsumen.Analisis yang digunakan untuk mengolah data pada penelitian ini, yaitu:analisis deskriptif, Structural Equation Modelling (SEM, Customer Satisfaction Index (CSI dan Customer Loyalty Index (CLI. Hasil penelitian menunjukkan bahwav ariabel laten eksogen tangible, reliability, food quality dan perceived value memiliki hubungan yang signifikan dalam membentuk variabel kepuasan.Dari hasil analisis SEM, didapat nilai perhitungan CSI untuk konsumen restoran Nasi Bebek Ginyo yaitu sebesar 67,78% dan nilai CLI dari penelitian ini yaitu sebesar 58,11%. Implikasi manajerial yang disarankan untuk manajemen restoran Nasi Bebek Ginyo guna memperbaiki kinerja perusahaan, yang akan berdampak pada peningkatan kepuasan dan loyalitas konsumen.Kata kunci: kepuasan konsumen, loyalitas konsumen, SEM, CSI, CLI

  10. Customized Internal Reference Controls for Improved Assessment of Circulating MicroRNAs in Disease.

    Directory of Open Access Journals (Sweden)

    Kenny Schlosser

    Full Text Available Altered levels of circulating extracellular miRNA in plasma and serum have shown promise as non-invasive biomarkers of disease. However, unlike the assessment of cellular miRNA levels for which there are accepted housekeeping genes, analogous reference controls for normalization of circulating miRNA are lacking. Here, we provide an approach to identify and validate circulating miRNA reference controls on a de novo basis, and demonstrate the advantages of these customized internal controls in different disease settings. Importantly, these internal controls overcome key limitations of external spike-in controls.Using a global RT-qPCR screen of 1066 miRNAs in plasma from pulmonary hypertension patients (PAH and healthy subjects as a case example, we identified a large pool of initial candidate miRNAs that were systematically ranked according to their plasma level stability using a predefined algorithm. The performance of the top candidates was validated against multiple comparators, and in a second independent cohort of PAH and control subjects. The broader utility of this approach was demonstrated in a completely different disease setting with 372 miRNAs screened in plasma from septic shock patients and healthy controls.Normalization of data with specific internal reference controls significantly reduced the overall variation in circulating miRNA levels between subjects (relative to raw data, provided a more balanced distribution of up- and down-regulated miRNAs, replicated the results obtained by the benchmark geometric averaging of all detected miRNAs, and outperformed the commonly used external spike-in strategy.We demonstrate the feasibility of identifying circulating reference controls that can reduce extraneous technical variations, and improve the assessment of disease-related changes in plasma miRNA levels. This study provides a novel conceptual framework that addresses a critical and previously unmet need if circulating miRNAs are to

  11. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  12. Using downside CAPM theory to improve customer lifetime value prediction in non-contractual setting

    Directory of Open Access Journals (Sweden)

    Amir Albadvi

    2013-12-01

    Full Text Available Identifying and selecting the most profitable customers from a shareholder’s perspective is of great interest to marketing managers. One promising line in this regard is to explore the customer lifetime value and its profitable management over time. There is a significant body of marketing literature about CLV evaluation in terms of various perspectives. However, much less attention has been paid to the risk associated with customer relationships. Previous researches in this area considered risk as “variability of cash flows generated by customers”, regardless of the trend of variability. Whereas the upside and downside variability from the customer’s expected profitability are extremely different in CRM context. This paper provides a quantitative model based on downside Capital Asset Pricing Model (D-CAPM to evaluate risk-adjusted CLV and compares the results by employment of traditional CAPM. This paper contributes to this field by extending the discussion on customer risk measurement and provides an approach that enables marketing managers to evaluate the risk of decline from average profitability for different customer segments.

  13. Customer relationship management system

    OpenAIRE

    Selenis, Laimonas

    2004-01-01

    Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

  14. The AskIT Service Desk: A Model for Improving Productivity and Reducing Costs

    Energy Technology Data Exchange (ETDEWEB)

    Ashcraft, Phillip Lynn [Los Alamos National Lab. (LANL), Los Alamos, NM (United States); Fogle, Blythe G. [Los Alamos National Lab. (LANL), Los Alamos, NM (United States); Cummings, Susan M. [Los Alamos National Lab. (LANL), Los Alamos, NM (United States); Lopez, Leon [Los Alamos National Lab. (LANL), Los Alamos, NM (United States)

    2016-07-29

    This was prepared for the business process improvement presentation to the Department of Energy. Los Alamos National Laboratory provides a single point of contact, the AskIT Service Desk, to address issues that impact customer productivity. At the most basic level, what customers want is for their calls to be received, to get a response from a knowledgeable analyst, and to have their issues resolved and their requests fulfilled. Providing a centralized, single point of contact service desk makes initiating technical or business support simple for the customer and improves the odds of immediately resolving the issue or correctly escalating the request to the next support level when necessary. Fulfilling customer requests through automated workflow also improves customer productivity and reduces costs. Finally, customers should be provided the option to solve their own problems through easy access to self-help resources such as frequently asked questions (FAQs) and how-to guides. To accomplish this, everyone who provides and supports services must understand how these processes and functions work together. Service providers and those who support services must “speak the same language” and share common objectives. The Associate Directorate for Business Innovation (ADBI) began the journey to improve services by selecting a known service delivery framework (Information Technology Infrastructure Library, or ITIL). From this framework, components that contribute significant business value were selected.

  15. RESEARCH ON CUSTOMER SATISFACTION DEGREE AT THE STORE MOBEXPERT PITEŞTI, IN ORDER TO IMPROVE THE SALES RESULTS

    Directory of Open Access Journals (Sweden)

    BRUTU MĂDĂLINA

    2015-07-01

    Full Text Available This paper presents a detailed research of customer satisfaction at the store Mobexpert Pitesti, in order to identify the main causes that led to their possible dissatisfaction. Starting from these results, the paper also aims at identifying a range of solutions designed to improve sales activity. Therefore we defined the research purpose and objectives, designed the questionnaire, defined the variables and established the research hypotheses. The sample of research consisted of the customers of the store Mobexpert Pitesti, men and women aged between 18 and over 55, with middle, high and very high incomes. A single operator collected the data inside Mobexpert Piteşti for two days, using a 3 minute questionnaire. Analyzing the research results, we conclude that there is a high degree of customer satisfaction for the store Mobexpert Piteşti, that it can be further increased by applying the following improvement directions: increasing service quality, better customer understanding, training the sales force through e-learning, motivating the sales force more effectively through a satisfactory system of salaries and bonuses and, not least, increasing the impact of marketing actions.

  16. PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

    Directory of Open Access Journals (Sweden)

    Sugiarto Montana

    2010-10-01

    Full Text Available PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

  17. FEDERAL USERS CONFERENCE PRODUCT LINE TOOL SET (PLTS) MAP PRODUCTION SYSTEM (MPS) ATLAS CUSTOM GRIDS [Rev 0 was draft

    Energy Technology Data Exchange (ETDEWEB)

    HAYENGA, J.L.

    2006-12-19

    Maps, and more importantly Atlases, are assisting the user community in managing a large land area with complex issues, the most complex of which is the management of nuclear waste. The techniques and experiences discussed herein were gained while developing several atlases for use at the US Department of Energy's Hanford Site. The user community requires the ability to locate not only waste sites, but other features as well. Finding a specific waste site on a map and in the field is a difficult task at a site the size of Hanford. To find a specific waste site, the user begins by locating the item or object in an index, then locating the feature on the corresponding map within an atlas. Locating features requires a method for indexing them. The location index and how to place it on a map or atlas is the central theme presented in this article. The user requirements for atlases forced the design team to develop new and innovative solutions for requirements that Product Line Tool Set (PLTS) Map Production System (MPS)-Atlas was not designed to handle. The layout of the most complex atlases includes custom reference grids, multiple data frames, multiple map series, and up to 250 maps. All of these functional requirements are at the extreme edge of the capabilities of PLTS MPS-Atlas. This document outlines the setup of an atlas using PLTS MPS-Atlas to meet these requirements.

  18. FEDERAL USERS CONFERENCE PRODUCT LINE TOOL SET (PLTS) MAP PRODUCTION SYSTEM (MPS) ATLAS CUSTOM GRIDS [Rev 0 was draft

    International Nuclear Information System (INIS)

    HAYENGA, J.L.

    2006-01-01

    Maps, and more importantly Atlases, are assisting the user community in managing a large land area with complex issues, the most complex of which is the management of nuclear waste. The techniques and experiences discussed herein were gained while developing several atlases for use at the US Department of Energy's Hanford Site. The user community requires the ability to locate not only waste sites, but other features as well. Finding a specific waste site on a map and in the field is a difficult task at a site the size of Hanford. To find a specific waste site, the user begins by locating the item or object in an index, then locating the feature on the corresponding map within an atlas. Locating features requires a method for indexing them. The location index and how to place it on a map or atlas is the central theme presented in this article. The user requirements for atlases forced the design team to develop new and innovative solutions for requirements that Product Line Tool Set (PLTS) Map Production System (MPS)-Atlas was not designed to handle. The layout of the most complex atlases includes custom reference grids, multiple data frames, multiple map series, and up to 250 maps. All of these functional requirements are at the extreme edge of the capabilities of PLTS MPS-Atlas. This document outlines the setup of an atlas using PLTS MPS-Atlas to meet these requirements

  19. TO STUDY AND EXPLORE THE CUSTOMER ATTITUDE TOWARDS SAFER NATURAL PRODUCTS QUALITATIVELY FOR FMCG FOODSECTOR ECO-BRANDINGIN INDIAN SCENARIO

    OpenAIRE

    Dr. Aparna Goyal*

    2017-01-01

    As a minimum requirement people need and want to see clearly the food's description, the brand, the use by/ best before date, and the price. Respondents know that words lie, pictures mislead, and marketers tell stories. Consequently, the overriding principle of the product description and food packaging is to let the product offer direct sensory evidence of its appearance and qualities. In the super market, the sight of food is the primary indexical evidence available to the customer. Transpa...

  20. A Website for PT. Goldfindo Intikayu Pratama: a Way to Promote the Company's Products to Increase Its Customers

    OpenAIRE

    Kristiani, Citra; Ibrahim, Jusuf I

    2016-01-01

    PT. Goldfindo Intikayu Pratama is located at Jl. Kepatihan Industri 7, Menganti, Gresik. It is a manufacturer and exporter of many kinds of products like desks, drawers, cupboards, chairs, and tables. This company mostly exports its products to importers or wholesalers in the United States. The problem of this company is the decreasing sales volume from its current customers. To solve this problem, this company needs a promotional tool, a website. This can be a good solution for the company t...

  1. Customer Relationship Management in Higher Education: Using Information Systems to Improve the Student-School Relationship

    Science.gov (United States)

    Seeman, Elaine D.; O'Hara, Margaret

    2006-01-01

    Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

  2. CSR and the Frontline Context: How Social Programs Improve Customer Service

    Directory of Open Access Journals (Sweden)

    Korschun Daniel

    2016-05-01

    Full Text Available CSR activities such as charitable giving, environmental programs and ethical practices can motivate frontline employees. One of the key variables is organizational identification. CSR communicates values, and, if these values are consistent with a person’s own value system, it results in higher identification with the company. Employees who notice that consumers are fond of the company’s CSR activities will identify even more with the company. If CSR ranks high in their own personal value system and the value system of the consumer as well, they find common ground for conversations beyond immediate business talk. CSR can be an icebreaker in conversations with customers. Once service employees find out that customers share their passion for social or environmental causes, it creates a bond that is highly motivating. They become more confident that they know what the customers want. They are more motivated to serve those customers when they see that both of them care about the same sorts of things.

  3. Application of biotechnology to improve livestock products

    Directory of Open Access Journals (Sweden)

    Swati Gupta

    Full Text Available Biotechnological achievements of recent years have emerged as powerful tool to improve quality attributes of livestock products including milk and meat products. Biotechnological approaches can be employed for improving productivity, economy, physicochemical and nutritional attributes of a wide range of livestock products. The target areas of biotechnological research in the field of livestock products can be envisaged as production of high yielding food animal, improvement in quality of their products, enhanced production of natural food grade preservatives, efficient byproduct utilization and so forth. Many of the biotechnological techniques can be explored in the area of quality assurance programmes, which would be of great help to produce livestock products of assured quality and public health safety. [Vet World 2012; 5(10.000: 634-638

  4. Improving efficiency in pig production

    African Journals Online (AJOL)

    by adopting different strategies for meat production ... lates to some specific nutritional considerations. ... allowances were made for the correlated effects of any change. ... end of her reproductive life the sow is also usually sold for meat ... the experimental work. ... on pigs of up-to-date genotype fed on modern balanced diets.

  5. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  6. Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

    Directory of Open Access Journals (Sweden)

    Asad Ullah

    2018-04-01

    Full Text Available A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV automation and connectivity on customer experience, and ultimately, customer engagement.

  7. Modular and architectural innovation in loosely coupled networks : matching customer requirements, product architecture, and supplier networks

    NARCIS (Netherlands)

    Hofman, Erwin

    2010-01-01

    Collaborative innovation projects that involve suppliers, customers, and sometimes even competitors can be a challenging undertaking. Nonetheless, specialization and organizational loose coupling makes companies increasingly dependent upon resources that are only externally available. This study

  8. Improving productivity in the newsroom?

    DEFF Research Database (Denmark)

    Bro, Peter; Reinecke Hansen, Kenneth; Andersson, Ralf

    2016-01-01

    to both the news products, the news processes and the individual news producers. This article is based on newsroom observations, interviews with employees and content analyses, and it shows how the practice of journalism at DR News has been altered in several ways after the implementation of the news...... experience a deskilling and a decrease in autonomy, while others experience an increase in autonomy as part of a process of reskilling and multiskilling...

  9. Consumer Neuroscience : Pricing research to gain and sustain a cutting edge competitive advantage by improving customer value and profitability

    OpenAIRE

    Kumlehn, Malte

    2011-01-01

    This is the first study that exclusively focuses on gaining knowledge of the vast opportunities that Neuroscientific pricing research offers for marketing purposes. The findings of this study provide evidence of the importance to improve customer and organizational decision making. The findings further highlight the crucial importance of Neuroscientific pricing research. Moreover, evidence is provided that fundamental and well formulated models and concepts need to be developed in the discipl...

  10. Partnership with the customer

    Science.gov (United States)

    Trachta, Gregory S.

    This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

  11. SMARTPHONE USERS IN CREATION OF CUSTOMER VALUE. A value-centered approach to product carbon footprint.

    OpenAIRE

    FINNILÄ, KIRSI

    2011-01-01

    To be able to differentiate services, provide competitive value propositions, and gain sustainable competitive advantage on the market, companies need to learn and understand how customers create value in their everyday activities. Value creation may occur at the pre-purchase and post-purchase stages of the consumption process. Depending on this, the created value can be regarded as perceived or desired customer value. The purpose of the study was to describe and analyse how the value creatio...

  12. A comprehensive custom panel design for routine hereditary cancer testing: preserving control, improving diagnostics and revealing a complex variation landscape.

    Science.gov (United States)

    Castellanos, Elisabeth; Gel, Bernat; Rosas, Inma; Tornero, Eva; Santín, Sheila; Pluvinet, Raquel; Velasco, Juan; Sumoy, Lauro; Del Valle, Jesús; Perucho, Manuel; Blanco, Ignacio; Navarro, Matilde; Brunet, Joan; Pineda, Marta; Feliubadaló, Lidia; Capellá, Gabi; Lázaro, Conxi; Serra, Eduard

    2017-01-04

    We wanted to implement an NGS strategy to globally analyze hereditary cancer with diagnostic quality while retaining the same degree of understanding and control we had in pre-NGS strategies. To do this, we developed the I2HCP panel, a custom bait library covering 122 hereditary cancer genes. We improved bait design, tested different NGS platforms and created a clinically driven custom data analysis pipeline. The I2HCP panel was developed using a training set of hereditary colorectal cancer, hereditary breast and ovarian cancer and neurofibromatosis patients and reached an accuracy, analytical sensitivity and specificity greater than 99%, which was maintained in a validation set. I2HCP changed our diagnostic approach, involving clinicians and a genetic diagnostics team from panel design to reporting. The new strategy improved diagnostic sensitivity, solved uncertain clinical diagnoses and identified mutations in new genes. We assessed the genetic variation in the complete set of hereditary cancer genes, revealing a complex variation landscape that coexists with the disease-causing mutation. We developed, validated and implemented a custom NGS-based strategy for hereditary cancer diagnostics that improved our previous workflows. Additionally, the existence of a rich genetic variation in hereditary cancer genes favors the use of this panel to investigate their role in cancer risk.

  13. Performance excellence: using Lean Six Sigma tools to improve the US Army behavioral health surveillance process, boost team morale, and maximize value to customers and stakeholders.

    Science.gov (United States)

    Watkins, Eren Youmans; Kemeter, Dave M; Spiess, Anita; Corrigan, Elizabeth; Kateley, Keri; Wills, John V; Mancha, Brent Edward; Nichols, Jerrica; Bell, Amy Millikan

    2014-01-01

    Lean Six Sigma (LSS) is a process improvement, problem-solving methodology used in business and manufacturing to improve the speed, quality, and cost of products. LSS can also be used to improve knowledge-based products integral to public health surveillance. An LSS project by the Behavioral Social Health Outcomes Program of the Army Institute of Public Health reduced the number of labor hours spent producing the routine surveillance of suicidal behavior publication. At baseline, the total number of labor hours was 448; after project completion, total labor hours were 199. Based on customer feedback, publication production was reduced from quarterly to annually. Process improvements enhanced group morale and established best practices in the form of standard operating procedures and business rules to ensure solutions are sustained. LSS project participation also fostered a change in the conceptualization of tasks and projects. These results demonstrate that LSS can be used to inform the public health process and should be considered a viable method of improving knowledge-based products and processes.

  14. [Evaluation of production and clinical working time of computer-aided design/computer-aided manufacturing (CAD/CAM) custom trays for complete denture].

    Science.gov (United States)

    Wei, L; Chen, H; Zhou, Y S; Sun, Y C; Pan, S X

    2017-02-18

    To compare the technician fabrication time and clinical working time of custom trays fabricated using two different methods, the three-dimensional printing custom trays and the conventional custom trays, and to prove the feasibility of the computer-aided design/computer-aided manufacturing (CAD/CAM) custom trays in clinical use from the perspective of clinical time cost. Twenty edentulous patients were recruited into this study, which was prospective, single blind, randomized self-control clinical trials. Two custom trays were fabricated for each participant. One of the custom trays was fabricated using functional suitable denture (FSD) system through CAD/CAM process, and the other was manually fabricated using conventional methods. Then the final impressions were taken using both the custom trays, followed by utilizing the final impression to fabricate complete dentures respectively. The technician production time of the custom trays and the clinical working time of taking the final impression was recorded. The average time spent on fabricating the three-dimensional printing custom trays using FSD system and fabricating the conventional custom trays manually were (28.6±2.9) min and (31.1±5.7) min, respectively. The average time spent on making the final impression with the three-dimensional printing custom trays using FSD system and the conventional custom trays fabricated manually were (23.4±11.5) min and (25.4±13.0) min, respectively. There was significant difference in the technician fabrication time and the clinical working time between the three-dimensional printing custom trays using FSD system and the conventional custom trays fabricated manually (Pmanufacture custom trays by three-dimensional printing method, there is no need to pour preliminary cast after taking the primary impression, therefore, it can save the impression material and model material. As to completing denture restoration, manufacturing custom trays using FSD system is worth being

  15. Enhancers and tools to improve luxury customer experience: hotel managers’ perspective

    OpenAIRE

    Veríssimo, M.; Loureiro, S. M. C.

    2014-01-01

    This study aims to explore how luxury hotels create hospitality experiences in order to examine consistency of manager’s statements. To this end, the study included a literature review to understand the major approaches used in creating customer experiences. Following this, thirty in-depth interviews were prepared and carried out with thirty international luxury hotel managers in both Brazil and Portugal. The findings reveal that personalized service, brand image, service quality, client cont...

  16. Improving functional value of meat products.

    Science.gov (United States)

    Zhang, Wangang; Xiao, Shan; Samaraweera, Himali; Lee, Eun Joo; Ahn, Dong U

    2010-09-01

    In recent years, much attention has been paid to develop meat and meat products with physiological functions to promote health conditions and prevent the risk of diseases. This review focuses on strategies to improve the functional value of meat and meat products. Value improvement can be realized by adding functional compounds including conjugated linoneleic acid, vitamin E, n3 fatty acids and selenium in animal diets to improve animal production, carcass composition and fresh meat quality. In addition, functional ingredients such as vegetable proteins, dietary fibers, herbs and spices, and lactic acid bacteria can be directly incorporated into meat products during processing to improve their functional value for consumers. Functional compounds, especially peptides, can also be generated from meat and meat products during processing such as fermentation, curing and aging, and enzymatic hydrolysis. This review further discusses the current status, consumer acceptance, and market for functional foods from the global viewpoints. Future prospects for functional meat and meat products are also discussed.

  17. Can nurse innovation improve customer perception of service quality and experience?

    Science.gov (United States)

    Weng, Rhay-Hung; Chen, Wan-Ping; Huang, Ching-Yuan; Hung, Chiu-Hsia; Hsu, Ching-Tai

    2016-07-01

    This study aimed to clarify how nurse innovation is related to customer perception of medical service quality and experience. Recently, many hospitals have put much emphasis upon the development of nurse innovation. A cross-sectional study was employed. This study adopted questionnaire survey method with nurses and customers of the inpatient wards from three Taiwanese hospitals as the research subjects. After pairing, there were 294 valid questionnaires. Hierarchical regression analysis was utilised to test the possible impact of nurse innovation on medical service quality and experience. In terms of the dimensions of nurse innovation, 'innovation behaviour' ranked the highest (3·24), followed by knowledge creation and innovation diffusion; in terms of the degree of the medical service quality, 'reliability' ranked the highest (4·35). As for the degree of the medical service experience, 'feel experience' ranked the highest (4·44). All dimensions of nurse innovation have no significant effects on medical service quality and experience. Of these three dimensions of nurse innovation, the level of innovation behaviour was perceived by the nurses as the highest. The study found that nurse innovation has no significant effects on customer perception of service quality and experience. Hospitals shall provide sufficient resources and budget for fostering innovation development and encourage their nurses to develop nursing innovation for patents. The education and training courses on 'patient-centred' shall be enhanced among hospital nurses. Healthcare managers shall also explore the difficulties about innovation diffusion and find the solutions for nurses. © 2016 John Wiley & Sons Ltd.

  18. Interchange. Program Improvement Products Identified through Networking.

    Science.gov (United States)

    Ohio State Univ., Columbus. National Center for Research in Vocational Education.

    This catalog lists exemplary field-based program improvement products identified by the Dissemination and Utilization Products and Services Program (D&U) at the National Center for Research in Vocational Education. It is designed to increase awareness of these products among vocational educators and to provide information about them that…

  19. The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry

    Science.gov (United States)

    Ismail, Zurina; Shokor, Shahrul Suhaimi AB

    2016-03-01

    Rapid life time change of the Malaysian lifestyle had served the overwhelming growth in the service operation industry. On that occasion, this paper will provide the idea to improve the waiting line system (WLS) practices in Malaysia fast food chains. The study will compare the results in between the single server single phase (SSSP) and the single server multi-phase (SSMP) which providing Markovian Queuing (MQ) to be used for analysis. The new system will improve the current WLS, plus intensifying the organization performance. This new WLS were designed and tested in a real case scenario and in order to develop and implemented the new styles, it need to be focusing on the average number of customers (ANC), average number of customer spending time waiting in line (ACS), and the average time customers spend in waiting and being served (ABS). We introduced new WLS design and there will be prompt discussion upon theories of benefits and potential issues that will benefit other researchers.

  20. Improvement in cost-effectiveness and customer satisfaction by a quality management system according to EN ISO 9001:2000.

    Science.gov (United States)

    Beholz, Sven; Konertz, Wolfgang

    2005-12-01

    The implementation of a quality management system (QMS) according to EN ISO 9001:2000 has proven to be possible for cardiac surgery departments. However, it remains unclear if a QMS can help to improve quality as indicated by cost-effectiveness and customer satisfaction. To control costs for medical goods and laboratory investigations an internal control system for the allocation of resources was implemented. Laboratory costs and medical goods per open heart procedure were investigated in the years 2000 to 2003. In terms of customer satisfaction, repeated questionnaire-based evaluation of referring physicians was obtained from 2001 to 2003 and the influence of repeated interventions on various aspects of communications was investigated. Costs of medical goods could be reduced by 6.1%, and for laboratory investigations by 35% per operation. Additionally, customer satisfaction could be increased efficiently with respect to accessibility and postoperative communication. By the introduction of a process based QMS, efficient control of the costs of medical goods and laboratory investigations could be achieved. Once a year repeat evaluation of satisfaction of advising physicians has proven to be a valuable tool in the process of continuous improvement.

  1. Customer Perceived Brand Equity in Measuring Consumption Preference towards Local and Imported Products: A serial Studies on Urban and Suburban Level of Indonesia Society in Greater Jakarta

    Directory of Open Access Journals (Sweden)

    Sri Rahayu

    2012-12-01

    Full Text Available This study generally aims to analyze how the preferences of Indonesian as a customer in consuming local and imported products. The specific purpose of this study is to confirm measurement tools of the customer perceived brand equity, which are product country image, culture, marketing mix, and product quality. The result of this study indicates that Indonesian consider much about the marketing mix and product quality, while not so much considering culture.The product country image on the other hand gives the opposite effect. It is significantly related but has negative impact to the customer preference. This study is expected to provide insight on factors that contribute to form customer preference, consumption, and behavior in consuming local and imported product. It is expected that this study can bring impact in increasing local product competitiveness so that local and imported product could compete equally.

  2. Productivity quality improvement at UNC Geotech

    International Nuclear Information System (INIS)

    Jenkins, W.A.

    1987-01-01

    The program to improve productivity is presented in a series of view graphs. Key elements of the program are: CEO leadership and commitment; measurable improvements; specific annual goals; system for sharing benefits of improvements; practical training for employees; and intent to institutionalize

  3. Y-12 product improvements expected to reduce metal production costs and decrease fabrication losses

    International Nuclear Information System (INIS)

    Parker, Elaine; Hassler, Morris

    2004-01-01

    Full text: The Y-12 National Security Complex supplies uranium metal and uranium oxide feed material that is then fabricated into fuel for research reactors around the world. Over the past two to three years, Y-12 has learned a great deal about its Low Enriched Uranium (LEU) product. The LEU is produced by taking U.S. surplus Highly Enriched Uranium (HEU) and blending it with depleted or natural uranium. The surplus HEU comes from dismantled U.S. weapons parts that have been declared as surplus. Those research reactors that use LEU from Y-12 are making important contributions to international nuclear non-proliferation by using LEU rather than HEU, and by helping to disposition former weapons material. We clearly understand that our customers want to keep fuel costs as low as possible. We at Y-12 are making every effort to improve efficiencies in producing the uranium through standardizing the chemical specifications as well as the product mass and dimensional qualities. This paper will discuss the new standard specification that we have proposed to existing LEU metal customers and fuel fabricators. It will also cover Y-12's progress on a new mold-design that will result in a more uniform, higher quality product that is less expensive to produce. This new product is expected to decrease overall fabrication losses by 5-10%, depending on the fabricator's process. The paper will include planned activities and the schedule associated with implementation of the new specification and product form. (author)

  4. Productivity improvement with green approach to palm oil factory productivity

    Science.gov (United States)

    Matondang, N.

    2018-02-01

    The palm oil factory (POF) processes fresh fruit bunches into crude palm oil (CPO) and palm kernel oil (PKO) by products in the form of liquid and solid waste. One of the solid wastes produced in POF Tanjung Kasau is empty fruit bunches of palm oil (FBPO) which have been burned completely on incinerator tubes so that potentially produces pollutants that pollute the environment. If FBPO waste is managed properly, it will improve the productivity of the company. Therefore, it is necessary to conduct a study to find out how far the increased productivity of the company can reduce their impact on the environment, if FBPO is used as raw material of liquid smoke. The productivity improvement approach is done by Green Productivity concept, by looking at three aspects: environmental, social and economical. Green Productivity aims to protect the environment simultaneously by increasing the productivity of the company. One way is to turn FBPO waste into liquid smoke product is by pyrolysis process. The results showed that turning FBPO solid waste into liquid smoke will increase productivity by 18.18%. Implementation of Green Productivity can improve productivity through the improvement of FBPO waste treatment process which has been done by perfect combustion by pyrolysis process so that waste can be minimized to create environment industry POF clean and friendly environment.

  5. A Study on Product Innovation Portfolio and Customer Value Creation: Bridging Entrepreneurial Risk-Taking Orientation and Marketing Performance

    Directory of Open Access Journals (Sweden)

    Maklon Felipus Killa

    2017-12-01

    Full Text Available The aim of this study is to investigate the role of product innovation portfolio and customer value creation in bridg- ing the gap between entrepreneurial risk-taking orientation and marketing performance. Wood crafts companies located in Bandung, Yogyakarta, and Solo, all of which have been regarded as Indonesia’s creative cities, were used as samples. Sampling was done by using a combination of purposive and convenience sampling. The total data used for the analysis was from 172 respondents who filled in direct questionnaires. This research used Structural Equation Modeling (SEM with AMOS v.20 program for data analysis. The results showed that product innovation portfolio serves as mediator in the relationship between entrepreneurial risk-taking orientation and marketing performance. Furthermore, the results also found that customer value creation has a positive effect on marketing performance.

  6. Improving Quality of Shoe Soles Product using Six Sigma

    Science.gov (United States)

    Jesslyn Wijaya, Athalia; Trusaji, Wildan; Akbar, Muhammad; Ma’ruf, Anas; Irianto, Dradjad

    2018-03-01

    A manufacture in Bandung produce kind of rubber-based product i.e. trim, rice rollers, shoe soles, etc. After penetrating the shoe soles market, the manufacture has met customer with tight quality control. Based on the past data, defect level of this product was 18.08% that caused the manufacture’s loss of time and money. Quality improvement effort was done using six sigma method that included phases of define, measure, analyse, improve, and control (DMAIC). In the design phase, the object’s problem and definition were defined. Delphi method was also used in this phase to identify critical factors. In the measure phase, the existing process stability and sigma quality level were measured. Fishbone diagram and failure mode and effect analysis (FMEA) were used in the next phase to analyse the root cause and determine the priority issues. Improve phase was done by designing alternative improvement strategy using 5W1H method. Some improvement efforts were identified, i.e. (i) modifying design of the hanging rack, (ii) create pantone colour book and check sheet, (iii) provide pedestrian line at compound department, (iv) buying stop watch, and (v) modifying shoe soles dies. Some control strategies for continuous improvement were proposed such as SOP or reward and punishment system.

  7. Improving animal productivity by nuclear techniques

    International Nuclear Information System (INIS)

    Garcia, M.; Jayasuriya, M.C.N.; Perera, B.M.A.O.

    1995-01-01

    The IAEA and FAO have run a joint programme for 30 years to assist national agricultural research systems in member states to develop, test and apply nuclear and related techniques for improving the productivity of livestock. Applications of nuclear technologies for improving livestock productivity include: use of radioimmunoassay in animal nutrition researches, animal production, and evaluating feeding and management systems through reproductive performance in a field. Geographic coverage and the type of livestock studies are: grazing animals (cattle, goats and sheep) in Africa, Latin America and Asia, as well as buffalo production in Asia. 6 refs, 8 figs, 6 tabs

  8. Improvement of Artistic Cast Production System

    Directory of Open Access Journals (Sweden)

    Władysiak R.

    2017-09-01

    Full Text Available The paper presents the technology and organization of the artistic cast production. On the basis of the actual cast production system, the manufacturing process was shown, in particular sand–piece moulding, which is a very important process and a time-consuming part of the entire manufacture of the casts. The current state of the production process as well as the organization of the work and production technology were analysed with the use of methods and techniques of production improvement, the Lean Manufacturing concept and computer systems. The results of the analysis and studies were shown with use of schemes and graphs of the layout of the production resources, a flow chart of the production process, value stream mapping, and a costs table for the production and modernization of the moulding stage. The work has shown that there are possibilities to improve the artistic cast production system. This improvement leads to increased productivity, lower production costs of artistic casts and increased competitiveness of the foundry.

  9. Consumer-Producer Interaction: A Strategic Analysis of the Market for Customized Products

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); N. Syam (Niladri)

    2001-01-01

    textabstractThis paper focuses on the process by which consumers and producers interact to create better value for consumers. This happens in many situations but is arguably most prominent in mass-customization, an area that has recently gained a lot of popularity among manufacturers (Business Week,

  10. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    Science.gov (United States)

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

  11. FUEL SERVICES: Customer focused on Product Support during the whole Life Time

    Energy Technology Data Exchange (ETDEWEB)

    Langenberger, J.; Hummel, W.

    2015-07-01

    For more than 40 years, Fuel Services of AREVA has been delivering devices and providing on-site services primary at LWR worldwide. We support our worldwide customers in achieving safe and economic operation of the fuel assemblies (FA) and core components (CC) and have received excellent feedback from them. But the Fuel Services support goes beyond on-site activities. (Author)

  12. Customize your Facebook fan page to promote your business or product on Facebook

    OpenAIRE

    Dhwanil

    2012-01-01

    What’s new in Facebook? You can simply post all sorts of content, photograph or video, but the actual layout and design of your fan pages is the same as everyone using. But you can customize your Facebook Fan Page with new professional look and feel to promote your business on Facebook.

  13. Improved Customer Churn and Retention Decision Management Using Operations Research Approach

    Directory of Open Access Journals (Sweden)

    Sulaimon Olanrewaju Adebiyi

    2017-01-01

    Full Text Available The relevance of operations research cannot be overemphasized, as it provides the best possible results in any given circumstance, through analysis of operations and the use of scientific method thus, this paper explore the combination of two operations research models (analytic hierarchy process and Markov chain for solving subscribers’ churn and retention problem peculiar to most service firms. A conceptual model for unraveling the problem customer churn and retention decision management was proposed and tested with data on third level analysis of AHP for determining appropriate strategies for customer churn and retention in the Nigeria telecommunication industries. A survey was conducted with 408 subscribers; the sample for the study was selected through multi-stage sampling. Two analytical tools were proposed for the analysis of data. These include: Expert Choice/Excel Solver (using Microsoft Excel and Windows based Quantitative System for Business (WinQSB. This paper plays important role in understanding various strategies for effective churn and retention management and the ranking of churn and retention drivers in order of importance to stakeholders` decision-making. The study provided a framework for understanding the application of AHP and Markov chain for modeling, analysing and proffering solution to problem of churn and retention. The study recommends organizational strategies (corporate, business and functional that reverse the churn alternatives with high priority and equally strengthen service delivery on high priority retention alternatives in order to ensure firms sustainable competitive advantage.

  14. Sears Home Improvement Products, Inc. Information Sheet

    Science.gov (United States)

    Sears Home Improvement Products, Inc. (the Company) is located in Longwood, Florida. The case involves renovation activities conducted at property constructed prior to 1978, located in cities across Minnesota, Wisconsin, California, Georgia, Nevada.

  15. Improving human welfare through appropriate technology: government responsibility, citizen duty or customer choice.

    Science.gov (United States)

    Bell, M; Franceys, R

    1995-05-01

    This paper explores recent attempts to improve the effectiveness of environmental health programmes and projects by reference to the International Drinking Water Supply and Sanitation Decade (1980-1990) and beyond. Reference is made to how water and sanitation as technical interventions have drawn upon the natural sciences, notably concepts of race and sex, and the social sciences including culture and gender, for their authority and legitimacy. A new and apparently progressive movement, the Water Decade sought to challenge the powerful and enduring high tech image of development on which much western environmental and social transformations have been based. Beginning as a critique of modernism with a commitment to basic needs as human rights, it was driven by a recognition that sophisticated technology could not satisfy human health needs. Alternative technologies would, by contrast, cater for a more extensive and varied market and would promote participatory approaches to service delivery. The paper demonstrates how, during the course of the Decade, sections of the aid community began to redefine basic needs as commodities involving the efficient marketing and delivery of a product with minimal state intervention. Within a shifting international political and economic context, it examines the changing role of the expert and the links being forged between large donors, non-governmental organisations and the private sector. The significance of this reformulated progressivism for the development debate is then considered, notably in relation to concepts of citizenship, consumer choice and the role of the state.

  16. Global products or customization to different countries: Conceptual framework and application at Wahler, A german company Of the automotive sector

    Directory of Open Access Journals (Sweden)

    Ailton Conde Jussani

    2013-12-01

    Full Text Available Competition in global markets demands product strategies that can help firms deal with the dilemma of global products versus customization, in serving the markets of different countries. Global products lead to large scales, automation, lower costs, plus the easy transfer of people and technology among many subsidiaries, as well as between corporate headquarters and the subsidiaries. However, the lack of customization makes it difficult to gain share in countless market segments, in many countries, and it may even stop a firm from entering in certain countries. This study outlines a model designed to facilitate this type of decision-making. First, based on the literature, a conceptual model was drawn up and the decision-related elements were grouped into seven factors that aid product customization decisions: 1. Market Positioning; 2. Customers’ strategic importance; 3. Product life-cycle development; 4. Legal requirements; 5. Physical environment; 6. Infrastructure and compatibility; and 7. Suppliers’ strategic importance. The case method was used, given the complex nature of the problem, which calls for an in-depth analysis. The model was tested on one of the products made a German company with a Brazilian subsidiary. The components of the valve and the technological trends were analyzed. The case study showed that the influencing factors are interrelated. It became clear that the technological component is directly related with the seven decision factors, and this aspect is analyzed in depth. Nevertheless, further studies are necessary to validate the model, since the case method does not allow one to generalize the findings.

  17. Improving productivity in the gas industry

    Energy Technology Data Exchange (ETDEWEB)

    Robb, F F; Portsmouth, D J

    1982-05-01

    A study course designed to help BGC managers improve employee productivity reflected four main themes: evaluating quality and performance standards, examining new technologies, exploiting manpower resources, and improving usage of equipment and materials. Visiting speakers' contributions included 1) BGC's broad objectives and its methods of deploying financial resources effectively, 2) creativity as it relates to productivity and to the need for forecasts of risk and catastrophes, and 3) the paramount importance of management's commitment to formally stated objectives.

  18. Quality Improvement and Learning in Productive Systems

    OpenAIRE

    Charles H. Fine

    1986-01-01

    Recent interest in product quality suggests that effort devoted to improving the quality of manufactured products may reduce unit costs. This conjecture---that improving quality can lower costs---challenges the traditional assumption that unit costs increase with increased quality assurance activities and has significant implications for quality management. By introducing the idea of a quality-based learning curve, this paper links the previously disjoint literatures of quality control and le...

  19. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)

    2004-01-01

    textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of

  20. Competitive Effects of Mass Customization

    OpenAIRE

    Oksana Loginova

    2010-01-01

    Earlier theoretical literature on mass customization maintains that customization reduces product differentiation and intensifies price competition. In contrast, operations management studies argue that customization serves primarily to differentiate a company from its competitors. Interactive involvement of the customer in product design creates an affective relationship with the firm, relaxing price competition. This paper provides a model that incorporates consumer involvement to explain t...

  1. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  2. A Model to Improve the Quality Products

    Directory of Open Access Journals (Sweden)

    Hasan GOKKAYA

    2010-08-01

    Full Text Available The topic of this paper is to present a solution who can improve product qualityfollowing the idea: “Unlike people who have verbal skills, machines use "sign language"to communicate what hurts or what has invaded their system’. Recognizing the "signs"or symptoms that the machine conveys is a required skill for those who work withmachines and are responsible for their care and feeding. The acoustic behavior of technical products is predominantly defined in the design stage, although the acoustic characteristics of machine structures can be analyze and give a solution for the actual products and create a new generation of products. The paper describes the steps intechnological process for a product and the solution who will reduce the costs with the non-quality of product and improve the management quality.

  3. Implementation of methodology for analyzing the added value in a metallurgical industry of custom products

    Directory of Open Access Journals (Sweden)

    Paulo Cesar Mayer

    2015-03-01

    Full Text Available This paper addresses the implementation of a methodology for the analysis of added value in a job where steel sheets operations are processed by oxyfuel in a CNC (computer numerical control machine. The method used was based on a case study, followed by descriptive research by observing and recording the movements of the work. For this purpose, all the movements and tasks of the operators and the machine were defined, and classified according to the concepts adopted by Ohno (2002. Their chrono-analyses occurred in the period from March to June 2010 and later improvements were made throughout the workplace, allowing the elimination and reduction of losses, significant increase in the added value and increased occupation of the machine. Through this case study, it was found that the understandings of Ohno (2002 about the added value developed for an automotive industry manufacturing a standard product are perfectly applicable to a company that works with a production system under design and does not manufacture standard products

  4. Behavior of Internal Customer in Family Business: Strategies and Actions for Improving Their Satisfaction.

    Science.gov (United States)

    Gutiérrez-Broncano, Santiago; Jiménez-Estévez, Pedro; Del Carmen Zabala-Baños, María

    2017-01-01

    Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future.

  5. Behavior of Internal Customer in Family Business: Strategies and Actions for Improving Their Satisfaction

    Science.gov (United States)

    Gutiérrez-Broncano, Santiago; Jiménez-Estévez, Pedro; del Carmen Zabala-Baños, María

    2017-01-01

    Determining the relevant aspects of family businesses (FBs) that make them increasingly competitive is the main objective of researchers in this field. Despite this, there is little empirical literature on the behavior of the internal customer (IC) in FBs or how businesses increase their satisfaction. Basing our work on psychological theories and with both quantitative and qualitative information from 31 semi-structured interviews, this work establishes certain characteristics of the ICs of the FB and proposes a series of guidelines for increasing their satisfaction, thereby facilitating the continuity of this type of business. FBs that are able to understand that the motivation of their ICs is more important than other qualities, and that this requires a more comprehensive management will be able to get sustainable competitive advantages in the future. PMID:28790958

  6. A Novel Laser Refractive Surgical Treatment for Presbyopia: Optics-Based Customization for Improved Clinical Outcome.

    Science.gov (United States)

    Pajic, Bojan; Pajic-Eggspuehler, Brigitte; Mueller, Joerg; Cvejic, Zeljka; Studer, Harald

    2017-06-13

    Laser Assisted in Situ Keratomileusis (LASIK) is a proven treatment method for corneal refractive surgery. Surgically induced higher order optical aberrations were a major reason why the method was only rarely used to treat presbyopia, an age-related near-vision loss. In this study, a novel customization algorithm for designing multifocal ablation patterns, thereby minimizing induced optical aberrations, was used to treat 36 presbyopic subjects. Results showed that most candidates went from poor visual acuity to uncorrected 20/20 vision or better for near (78%), intermediate (92%), and for distance (86%) vision, six months after surgery. All subjects were at 20/25 or better for distance and intermediate vision, and a majority (94%) were also better for near vision. Even though further studies are necessary, our results suggest that the employed methodology is a safe, reliable, and predictable refractive surgical treatment for presbyopia.

  7. Measuring and improving productivity in general radiology.

    Science.gov (United States)

    Wilt, Michelle A; Miranda, Rafael; Johnson, C Daniel; Love, Peggy Sue

    2010-10-01

    The aim of this study was to determine a method of measuring productivity among general radiographers in a moderate-sized hospital and to improve and sustain productivity within that work area. The average times needed to perform the 13 most common examinations were measured. Performance of the various examinations was tracked and multiplied by the time allocated per procedure; this measure was divided by the length of the work shift to determine productivity. Productivity measures were shared among the work group, and decisions to improve productivity (eg, whether to fill open positions) were made by group members. Average time spent per examination type was calculated (range, 10 minutes to 1 hour 16 minutes). At baseline (February 2008), group productivity was 50%. Productivity increased during the first year of monitoring and was sustained through November 2009 (productivity range, 57%-63%). Yearly savings from not filling open positions were estimated to be $174,000. Productivity in a general radiology work area can be measured. Consensus among the work group helped increase productivity and assess progress. This methodology, if widely adopted, could be standardized and used to compare productivity across departments and institutions. Copyright © 2010 American College of Radiology. Published by Elsevier Inc. All rights reserved.

  8. Improvement of organic meat products nutrition

    OpenAIRE

    Žilytė, Eglė

    2016-01-01

    The aim of the research: to improve the food value indicators of cold-smoked organic meat and implement the quality requirements, which are raised for a national meat products of the company X. To answer the purpose it has been created a new recipe for cold-smoked sausage and cold-smoked minced sausage by using the produced meat in the farm X. It has been evaluated the compliance of the national products quality with the index of food value of improved cold-smoked meat products. It has bee...

  9. The effects of customer benefit and regulation on environmental product innovation. Empirical evidence from appliance manufacturers in Germany

    International Nuclear Information System (INIS)

    Kammerer, Daniel

    2009-01-01

    Environmental product (EP) innovations and their determinants have received increasing attention from researchers during the past years. So far, empirical studies have shown inconsistent results, especially regarding the impact of regulation. In this paper, I seek to advance the understanding of EP-innovation by introducing and testing a novel research framework. First, a novel unit of analysis, the environmental issue level, is applied. EP-innovation is not studied in broad terms but specifically for four environmental issues that are relevant to the electrical and electronic appliances industry: energy efficiency, toxic substances, material efficiency, and electromagnetic fields. Second, the customer benefit, a concept from the green marketing literature, is included as an explanatory variable for EP-innovation for the first time. The argument is that green products which besides their public benefits have private environmental benefits for the customer (e.g., energy savings) will generate stronger consumer demand and can thus constitute the firm's motivation to implement those innovations in the first place. Third, EP-innovation is observed more comprehensively, measuring its extent and level of novelty. I apply this research framework to study EP-innovations of German manufacturers of electrical and electronic appliances. My results support the issue level as unit of analysis. The impact of customer benefit and regulation on EP-innovation is analyzed with logit regression and the results clearly show that both customer benefit and regulation play a key role for EP-innovation. They not only foster the implementation of EP-innovations but also their broad application and their level of novelty. (author)

  10. Variable demand and productivity in diagnostic medicine: the customer experience with the scheduling of examinations

    Directory of Open Access Journals (Sweden)

    Leandro Ortigoza Martins

    2016-04-01

    Full Text Available From the perspective of marketing, diagnostic medicine services are perishable and demand is variable — characteristics that difficult the maximization of results. Service providers offer the exams through time scheduling system without, however, overcome the inefficiency caused by the no show customers. The objective of this research was to investigate the level of satisfaction of consumers of diagnostic medicine with the schedule, the acceptance of a new model without an appointment time and analyze three secondary dimensions common to the two models (no show, seasonality and timeout in customer satisfaction. This is a quantitative research with exploratory-descriptive design performed with 2,545 clients from a privately held diagnostic medicine in 2013. The results of the secondary dimensions indicated that customers tend to frequent establishments as the current seasonal and are sensitive to wait. As for the main dimensions (scheduling and demand free, there are different levels of acceptance, indicating that the two systems are complementary and not exclusive and therefore, the feasibility of adopting a hybrid model of operation, with the use of two templates.

  11. Managerial implications for improving continuous production processes

    DEFF Research Database (Denmark)

    Capaci, Francesca; Vanhatalo, Erik; Bergquist, Bjarne

    2017-01-01

    . In this article we highlight SPC and DoE implementation challenges described in the literature for managers, researchers and practitioners interested in continuous production process improvement. The results may help managers support the implementation of these methods and make researchers and practitioners aware......Data analytics remains essential for process improvement and optimization. Statistical process control and design of experiments are among the most powerful process and product improvement methods available. However, continuous process environments challenge the application of these methods...... of methodological challenges in continuous process environments...

  12. Novel high dose rate lip brachytherapy technique to improve dose homogeneity and reduce toxicity by customized mold

    International Nuclear Information System (INIS)

    Feldman, Jon; Appelbaum, Limor; Sela, Mordechay; Voskoboinik, Ninel; Kadouri, Sarit; Weinberger, Jeffrey; Orion, Itzhak; Meirovitz, Amichay

    2014-01-01

    The purpose of this study is to describe a novel brachytherapy technique for lip Squamous Cell Carcinoma, utilizing a customized mold with embedded brachytherapy sleeves, which separates the lip from the mandible, and improves dose homogeneity. Seven patients with T2 lip cancer treated with a “sandwich” technique of High Dose Rate (HDR) brachytherapy to the lip, consisting of interstitial catheters and a customized mold with embedded catheters, were reviewed for dosimetry and outcome using 3D planning. Dosimetric comparison was made between the “sandwich” technique to “classic” – interstitial catheters only plan. We compared dose volume histograms for Clinical Tumor Volume (CTV), normal tissue “hot spots” and mandible dose. We are reporting according to the ICRU 58 and calculated the Conformal Index (COIN) to show the advantage of our technique. The seven patients (ages 36–81 years, male) had median follow-up of 47 months. Four patients received Brachytherapy and External Beam Radiation Therapy, 3 patients received brachytherapy alone. All achieved local control, with excellent esthetic and functional results. All patients are disease free. The Customized Mold Sandwich technique (CMS) reduced the high dose region receiving 150% (V150) by an average of 20% (range 1–47%), The low dose region (les then 90% of the prescribed dose) improved by 73% in average by using the CMS technique. The COIN value for the CMS was in average 0.92 as opposed to 0.88 for the interstitial catheter only. All differences (excluding the low dose region) were statistically significant. The CMS technique significantly reduces the high dose volume and increases treatment homogeneity. This may reduce the potential toxicity to the lip and adjacent mandible, and results in excellent tumor control, cosmetic and functionality

  13. Customized recommendations for production management clusters of North American automatic milking systems.

    Science.gov (United States)

    Tremblay, Marlène; Hess, Justin P; Christenson, Brock M; McIntyre, Kolby K; Smink, Ben; van der Kamp, Arjen J; de Jong, Lisanne G; Döpfer, Dörte

    2016-07-01

    Automatic milking systems (AMS) are implemented in a variety of situations and environments. Consequently, there is a need to characterize individual farming practices and regional challenges to streamline management advice and objectives for producers. Benchmarking is often used in the dairy industry to compare farms by computing percentile ranks of the production values of groups of farms. Grouping for conventional benchmarking is commonly limited to the use of a few factors such as farms' geographic region or breed of cattle. We hypothesized that herds' production data and management information could be clustered in a meaningful way using cluster analysis and that this clustering approach would yield better peer groups of farms than benchmarking methods based on criteria such as country, region, breed, or breed and region. By applying mixed latent-class model-based cluster analysis to 529 North American AMS dairy farms with respect to 18 significant risk factors, 6 clusters were identified. Each cluster (i.e., peer group) represented unique management styles, challenges, and production patterns. When compared with peer groups based on criteria similar to the conventional benchmarking standards, the 6 clusters better predicted milk produced (kilograms) per robot per day. Each cluster represented a unique management and production pattern that requires specialized advice. For example, cluster 1 farms were those that recently installed AMS robots, whereas cluster 3 farms (the most northern farms) fed high amounts of concentrates through the robot to compensate for low-energy feed in the bunk. In addition to general recommendations for farms within a cluster, individual farms can generate their own specific goals by comparing themselves to farms within their cluster. This is very comparable to benchmarking but adds the specific characteristics of the peer group, resulting in better farm management advice. The improvement that cluster analysis allows for is

  14. Crossing the chasm marketing and selling disruptive products to mainstream customers

    CERN Document Server

    Moore, Geoffrey A.

    2014-01-01

    The bible for bringing cutting-edge products to larger markets—now revised and updated with new insights into the realities of high-tech marketing In Crossing the Chasm, Geoffrey A. Moore shows that in the Technology Adoption Life Cycle—which begins with innovators and moves to early adopters, early majority, late majority, and laggards—there is a vast chasm between the early adopters and the early majority. While early adopters are willing to sacrifice for the advantage of being first, the early majority waits until they know that the technology actually offers improvements in productivity. The challenge for innovators and marketers is to narrow this chasm and ultimately accelerate adoption across every segment. This third edition brings Moore's classic work up to date with dozens of new examples of successes and failures, new strategies for marketing in the digital world, and Moore's most current insights and findings. He also includes two new appendices, the first connecting the ideas in Crossing t...

  15. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  16. Mobile energy recording unit - the basis to improve energy productivity with principles of lean production; Mobile Energie-Erfassungseinheit (MobEE). Eine Grundlage zur Steigerung der Energieproduktivitaet auf Basis von Lean Production Prinzipien

    Energy Technology Data Exchange (ETDEWEB)

    Schnellbach, Peter [Fraunhofer IWU, Augsburg (Germany). Projektgruppe fuer Ressourceneffiziente mechatronische Verarbeitungsmaschinen; Beisbart, Ulrich [BMW Group, Muenchen (Germany). Abt. Steuerung Facility Management, Energie, Mobilitaet, Dienstleistungsmanagement; Reinhardt, Gunther [Technische Univ. Muenchen (Germany). Inst. fuer Werkzeugmaschinen und Betriebswissenschaften; RMV Augsburg (Germany). IWU Projektguppe; Schneider, Oliver

    2012-10-15

    Improvement of energy productivity in production processes will become more important in future. As one large customer, manufacturing industry has to take responsibility to make its contribution in this field. The mobile energy recording unit helps to create the necessary transparency to identify possible energy savings on the basis of lean production principles.

  17. Analysing Customer Opinions with Text Mining Algorithms

    Science.gov (United States)

    Consoli, Domenico

    2009-08-01

    Knowing what the customer thinks of a particular product/service helps top management to introduce improvements in processes and products, thus differentiating the company from their competitors and gain competitive advantages. The customers, with their preferences, determine the success or failure of a company. In order to know opinions of the customers we can use technologies available from the web 2.0 (blog, wiki, forums, chat, social networking, social commerce). From these web sites, useful information must be extracted, for strategic purposes, using techniques of sentiment analysis or opinion mining.

  18. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

    Brunø, Thomas Ditlev; Nielsen, Kjeld; Taps, Stig B.

    2013-01-01

    This paper addresses the issue whether the concepts mass customization and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Some factors indicate that mass customized products are less sustainable than standardized products; however...... other factors suggest the opposite. This paper explores these factors during three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass...... customized products are essential to consider during product development....

  19. Report: EPA Needs to Improve Management Practices to Ensure a Successful Customer Technology Solutions Project

    Science.gov (United States)

    Report #10-P-0194, August 23, 2010. Although EPA indicated it could avoid spending more than $115.4 million over 8.5 years by consolidating the desktop computing environment, improved management practices are needed.

  20. Production Practice During Language Learning Improves Comprehension.

    Science.gov (United States)

    Hopman, Elise W M; MacDonald, Maryellen C

    2018-04-01

    Language learners often spend more time comprehending than producing a new language. However, memory research suggests reasons to suspect that production practice might provide a stronger learning experience than comprehension practice. We tested the benefits of production during language learning and the degree to which this learning transfers to comprehension skill. We taught participants an artificial language containing multiple linguistic dependencies. Participants were randomly assigned to either a production- or a comprehension-learning condition, with conditions designed to balance attention demands and other known production-comprehension differences. After training, production-learning participants outperformed comprehension-learning participants on vocabulary comprehension and on comprehension tests of grammatical dependencies, even when we controlled for individual differences in vocabulary learning. This result shows that producing a language during learning can improve subsequent comprehension, which has implications for theories of memory and learning, language representations, and educational practices.

  1. Improving product usage monitoring and analysis with semantic concepts

    NARCIS (Netherlands)

    Funk, M.; Rozinat, A.; Alves De Medeiros, A.K.; Putten, van der P.H.A.; Corporaal, H.; Aalst, van der W.M.P.; Yang, Jianhua; Ginige, Athula

    2009-01-01

    Nowadays, complex electronic products, such as DVD players or mobile phones, offer a huge number of functions. As a consequence of the complexity of the devices, customers often have problems to use such products effectively. For example, it has been observed that an increasing number of technically

  2. PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

    Directory of Open Access Journals (Sweden)

    K.G. Durga Prasad

    2010-06-01

    Full Text Available The priority structure of customer needs in House of Quality (HOQ forms the basis for the company to make the product more attractive to customers. In the traditional Quality Function Deployment (QFD approach, the priority structure of customer needs is developed through assigning different importance weights for customer needs, which are based on QFD team members' direct experience with the customers or on the results of surveys. In this paper Conjoint analysis is adopted to obtain the priority structure of customer needs. The priority ratings of customer needs may be different for different customer segments. k-means cluster method is used to cluster customers according to their main benefits. Prior to adopt the conjoint analysis, Factor analysis is employed to reduce the size of the customer needs portion of HOQ. A case study on domestic refrigerator is presented to illustrate the proposed methodology to establish priority structure of customer needs.al unit, which would significantly improve the business.

  3. Utilizing QFD model to determine quality characteristics of the products and priority needs of customers in the medical industry products (Case Study: Plasma seat product in mashhad`s Sahateb medical equipment company

    Directory of Open Access Journals (Sweden)

    Zeinab Armoun

    2012-10-01

    Full Text Available Quality Function Deployment (QFD as one of the quality engineering methods; originates from market study and product or service customers identification, where by determining their needs; tries to involve them in all stages of product or service development. This study uses QFD method to apply customers’ criteria in production of Coach Plasma in Mashhad`s Sahateb Company. Coach Plasma is used for healthy bloodletting. The proposed study of this paper designed and distributed a questionnaire, which includes identification & determination of customers’ needs and investigation of their satisfaction of manufactured products, while looking for technical and engineering characteristics related to their needs. The Coach Plasma costumers are categorized into two groups of local and external customers. Data collection was done based on available documents, experts opinions, structured interview with managers and questionnaire. Customers’ needs were studied in QFD teams. Collecting essential information such as needs importance degree and competitive benchmarking of customer`s needs, the weight of each need has been evaluated. In this research, House of Quality was used from first matrix of QFD leading to estimation of engineering & technical characteristics in order to enter to the quality deployment matrix. Take a look at obtained results, we could mention the role of each of these external factors in satisfaction of Sahateb Company customers and technical characteristics of the company in providing these factors and the prioritization of the customer's needs.

  4. Determinants Of Adoption Of Improved Cassava Production ...

    African Journals Online (AJOL)

    Descriptive statistics and multiple regression analysis were used to analyse the field data The identified cassava production technologies at different stages of adoption by the respondents are use of improved cassava cuttings, use of herbicides/pesticides, Alternate row/crop geometry in a cassava /maize/yam intercrop, ...

  5. Improving bambara groundnut productivity using gamma irradiation ...

    African Journals Online (AJOL)

    In recent times efforts are being made to improve the productivity of bambara groundnut. Studies were initiated (i) to characterise and evaluate landraces and to select superior ones for irradiation, (ii) to induce genetic variation through gamma irradiation and (iii) to use biotechnological approaches to shorten the generation ...

  6. Improved photon production data for MCNP trademark

    International Nuclear Information System (INIS)

    Adams, A.A.; Frankle, S.C.; Little, R.C.

    1998-04-01

    Computer simulations with MCNP are often used to obtain information from measurements of neutron induced gamma-ray spectra. For such simulations to be useful, the complicated spectra produced by a wide variety of nuclides must be reproduced, requiring high quality nuclear data. A previous assessment of the neutron induced photon production data in the MCNP data libraries indicated a need for improvement. The photon production data were often based on outdated experiments and binned in such wide energy groups as to be of limited value for some applications. This paper describes the work that is underway at Los Alamos National Laboratory to improve the photon production data for thermal neutron capture reactions. To date, high quality photon production data for each stable isotope of chlorine, chromium, iron, copper, and nickel have been obtained. The improved spectra have been incorporated into ENDF formatted evaluations and processed into corresponding MCNP data files. Similar improvements for aluminum, manganese, silicon, calcium, and vanadium are also planned. The methodology used to produce the spectra is discussed, and sample results for chlorine are presented

  7. Secondary Products (Markets, Competition, and Technological Improvements)

    Science.gov (United States)

    Philip A. Araman

    1988-01-01

    Competitiveness, imports, exports, and technological improvements--these are issues facing secondary wood-product manufacturers. The major problems focus on increasing foreign imports and the inability of U.S. industries to repell the imports. How and where should we, as researchers, allocate our efforts to enhance the competitiveness of secondary forest industries in...

  8. Production of custom beam profiles in computer-controlled radiation therapy

    International Nuclear Information System (INIS)

    Lane, R.G.; Loyd, M.D.; Chow, C.H.; Ekwelundu, E.; Rosen, I.I.

    1989-01-01

    This paper presents a study to produce custom beam profiles in patients that compensate for variations in patient anatomy and achieve uniform dose distributions in the treatment volume. A conventional treatment field is supplemented by a number of centered and/or offset smaller coincident fields of various sizes. The sizes and positions of these supplemental fields and the doses delivered by them are designed to compensate for variations in external patient contour, internal heterogeneities, and variation in tumor volume shape. A computer-controlled linear accelerator with four independent collimator jaws, a built-in motorized wedge filter, an automatic setup capability, and a patient prescription database is used to deliver these complex treatments automatically by means of multiple overlapping beams. Calculations, measurements, and dose distributions demonstrate the efficacy of this technique

  9. Measuring of customer satisfaction on example of Delta DMD

    Directory of Open Access Journals (Sweden)

    Kostić Ela

    2010-01-01

    Full Text Available Companies which do business in today's competitive environment, has to continuously work on improvement of theirs products and services, based on customers' needs. Most widely used method for examine customer expectations and measuring satisfaction is researches, which goal is to evaluate company performance from customer angle and to give management tool for strategic planning. Surveys results have to be used as a base for defining improvements areas. In this article is shown example of company Delta DMD which do customer satisfaction researches twice a year, since 2007, and results of latest researches with guidelines for further improvements in company. .

  10. Analisis Pengaruh E-Service Quality terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty PT Bayu Buana Travel Tbk

    Directory of Open Access Journals (Sweden)

    Hansel Jonathan

    2013-09-01

    Full Text Available The purpose of this study is to determine the effect of e-service quality on customer satisfaction and its impact on customer loyalty of PT Bayu Buana Travel, Tbk. With non-probability technique (census, questionnaires were collected and used in data processing using Structural Equation Modeling with WarpPLS program and Importance Performance Analysis methods. Based on this research, it was found that e-service quality has an influence on customer satisfaction, customer satisfaction has an influence on customer loyalty, e-service quality has an influence on customer loyalty, and e-service quality and customer satisfaction has an influence on customer loyalty. The e-service quality attributes, such as the website providing accurate information, the website having a good reputation, all online payment be confirmed, the website easy to use, and the products/services on the website delivered according to the time, need to be improved and enhanced.

  11. Missing Link: Integrated Individual Leadership Development, Employee Engagement, and Customer Value-Added Improvement

    Science.gov (United States)

    Heldenbrand, Lois; Simms, Michael S.

    2012-01-01

    Long-term care is a key public issue that affects all of us in some way at some time of our lives. Nowhere is performance improvement and quality management more imperative. Through an 8-month field study and follow-up case study, we discuss how using an integrated approach to individual leadership development, employee engagement, and customer…

  12. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  13. Improving customer generation by increasing website performance and integrating IT systems

    OpenAIRE

    Ramlall, Shalini; Sanders, David; Powell, Henry; Ndzi, David

    2008-01-01

    This paper describes the research into the design of commercial websites. The research will lead to the identification of design elements that may have significant impact on user behaviour. The research will also investigate how these elements could be altered to provide a better browsing experience to users and ultimately increase online conversion and profit. The research focuses on the design of commercial websites. Their goal is to generate sales by selling products and services online or...

  14. Opinion Summarizationof CustomerComments

    Science.gov (United States)

    Fan, Miao; Wu, Guoshi

    Web 2.0 technologies have enabled more and more customers to freely comment on different kinds of entities, such as sellers, products and services. The large scale of information poses the need and challenge of automatic summarization. In many cases, each of the user-generated short comments implies the opinions which rate the target entity. In this paper, we aim to mine and to summarize all the customer comments of a product. The algorithm proposed in this researchis more reliable on opinion identification because it is unsupervised and the accuracy of the result improves as the number of comments increases. Our research is performed in four steps: (1) mining the frequent aspects of a product that have been commented on by customers; (2) mining the infrequent aspects of a product which have been commented by customers (3) identifying opinion words in each comment and deciding whether each opinion word is positive, negative or neutral; (4) summarizing the comments. This paper proposes several novel techniques to perform these tasks. Our experimental results using comments of a number of products sold online demonstrate the effectiveness of the techniques.

  15. Simulation Study of a Vehicle Production Line for Productivity Improvement

    Directory of Open Access Journals (Sweden)

    M.F.F. Ab Rashid

    2015-06-01

    Full Text Available This paper presents the study of a motorcycle frame production line in a particular company in Malaysia. Due to the high demand, the company needs to increase its production by at least 12% compared with current output. In order to improve productivity, the production-floor data was collected and simulated using the discrete event simulation approach. Later, a number of suggestions for improvement were simulated to identify the effect of the suggestions on productivity. In addition, cost analysis was also undertaken to identify the profit margin for a particular period of time for each suggestion. Simulation results indicate that there are three suggestions that are able to fulfill the 12% volume increment. In the short term, the suggestion to hire an assistant line leader will give instant effect to the profit. Meanwhile, for the medium term, Poka-yoke will give higher profit compared with the others, while in the long term, SOP (standard operating procedure implementation will yield a better profit margin. In future, the simulation of a dynamic demand model for this product is suggested to cope with new trends in the market.

  16. Serving the Customer – Do Patient Feedback and Questionnaires Improve Quality?

    Science.gov (United States)

    Keshtgar, Asma; D’Cruz, Len

    2017-01-01

    This review article aims to analyse whether patient feedback and questionnaires improve quality of care. It is recognized that patients cannot assess the medical competence of the clinician, yet patient experience provides an insight into the process of care through the patients’ eyes. Patient experience measures are more reliable for use to assess quality than patient satisfaction surveys. It is inappropriate to use patient satisfaction surveys as a basis for remuneration of dentists within the NHS. Patient Reported Outcome Measures (PROMs) have been a successful measure of patient experience in medicine and their introduction to dentistry needs to be considered. Clinical relevance: This article will enable clinicians to understand the importance of patient experience measures as a more reliable way of improving the quality of clinical care than patient satisfaction surveys.

  17. Enhancing and Customizing Laboratory Information Systems to Improve/Enhance Pathologist Workflow.

    Science.gov (United States)

    Hartman, Douglas J

    2015-06-01

    Optimizing pathologist workflow can be difficult because it is affected by many variables. Surgical pathologists must complete many tasks that culminate in a final pathology report. Several software systems can be used to enhance/improve pathologist workflow. These include voice recognition software, pre-sign-out quality assurance, image utilization, and computerized provider order entry. Recent changes in the diagnostic coding and the more prominent role of centralized electronic health records represent potential areas for increased ways to enhance/improve the workflow for surgical pathologists. Additional unforeseen changes to the pathologist workflow may accompany the introduction of whole-slide imaging technology to the routine diagnostic work. Copyright © 2015 Elsevier Inc. All rights reserved.

  18. The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

    Science.gov (United States)

    Li, Yi; Zhao, Hong; Yang, Yue

    Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

  19. Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

    OpenAIRE

    Sucahyo, Martinus Wilman

    2017-01-01

    Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diola...

  20. The Effects of Customer Value and Switching Barrier to Customer Loyalty at PT. Telkomsel Manado

    OpenAIRE

    Mintje, Saniati Muliani M.

    2013-01-01

    Customer value is customer's perceived preference for and evaluation of those product or service. It is one of factor that can attract customers. While, switching barrier is difficult of switch product or service by a customer who is not satisfied with the existing service. It is a factor that can keep customers. so, with definition of Customer Value and Switching barrier above, it can concluded that, by creating Customer value and Switching Barrier it can create customer loyalty. The Pur...

  1. Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.

    Science.gov (United States)

    Rocco, Gaetano; Brunelli, Alessandro

    2012-11-01

    Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care. Copyright © 2012 Elsevier Inc. All rights reserved.

  2. AREVA NP products and services for NPP operation and maintenance improvement

    International Nuclear Information System (INIS)

    Dechelette, Anne; Rat, Guy Le

    2009-01-01

    AREVA supplies customized services throughout the reactor improvement process according to clients' requirements: safety, performance, availability, obsolescence, operating and maintenance conditions, environment and technical assistance. Form design studies to on site modification and implementation including requalification tests, AREVA, as OEM*, has various products and services in the field of Engineering and Upgrading to satisfy client demands. In keeping with Inpo's AP913 approach, AREVA is particularly skilled in this methodology to help utilities improve availability factor and maintenance programs. AREVA has customized its services to many utilities in cooperating with local partners, suppliers, and engineering service providers through partnerships, consortiums, joint ventures, etc. AREVA's knowledge of the fleet's operation and maintenance experience helps NPP clients to identify the most cost effective improvements and approaches. Different examples of modifications of modifications and improvements performed in France and abroad illustrate AREVA's involvement in the NPP continuous upgrade process

  3. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  4. Y-12 product improvements expected to reduce metal production costs and decrease fabrication losses

    International Nuclear Information System (INIS)

    Hassler, Morris E.

    2005-01-01

    The Y-12 National Security Complex (Y-12) supplies uranium metal and uranium oxide feed material for fabrication into fuel for research reactors around the world. Over the past few years, Y-12 has continued to improve its Low Enriched Uranium (LEU) product. The LEU is produced by taking U.S. surplus Highly Enriched Uranium (HEU) and blending it with depleted or natural uranium. The surplus HEU comes from dismantled U.S. weapons parts. Those research reactors that use LEU from Y-12 are making important contributions to international nuclear nonproliferation by using LEU rather than HEU, and helping to disposition former U.S. weapons material. It is clearly understood that the research reactor community must keep fuel costs as low as possible and Y-12 is making every effort to improve efficiencies in producing the uranium through standardizing the chemical specifications as well as the product mass and dimensional qualities. These production cost reductions allows for the U.S. to keep the LEU product price low even with the dramatic increase in the uranium enrichment and feed component market prices in the last few years. This paper will discuss a new standard specification that has been proposed to existing LEU metal customers and fuel fabricators. It will also cover Y-12's progress on a new mold-design that will result in a more uniform, higher quality product and eliminates two steps of the production process. This new product is expected to decrease fabrication losses by 5-10%, depending on the fabricator's process. The paper will include planned activities and the schedule associated with implementation of the new specification and product form. (author)

  5. Developing customer databases.

    Science.gov (United States)

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives.

  6. Production and performance of the silicon sensor and custom readout electronics for the PHENIX FVTX tracker

    International Nuclear Information System (INIS)

    Kapustinsky, Jon S.

    2010-01-01

    The Forward Silicon Vertex Tracker (FVTX) upgrade for the PHENIX detector at RHIC will extend the vertex capability of the central PHENIX Silicon Vertex Tracker (VTX). The FVTX is designed with adequate spatial resolution to separate decay muons coming from the relatively long-lived heavy quark mesons (Charm and Beauty), from prompt particles and the longer-lived pion and kaon decays that originate at the primary collision vertex. These heavy quarks can be used to probe the high-density medium that is formed in Au+Au collisions at RHIC. The FVTX is designed as two endcaps. Each endcap comprises four silicon disks covering opening angles from 10 o to 35 o to match the existing muon arm acceptance. Each disk consists of p-on-n, silicon wedges, with ac-coupled mini-strips on 75 μm radial pitch and projective length in the phi direction that increases with radius. A custom front-end chip, the FPHX, has been designed for the FVTX. The chip combines fast trigger capability with data push architecture in a low-power design.

  7. Production and performance of the silicon sensor and custom readout electronics for the PHENIX FVTX tracker

    Energy Technology Data Exchange (ETDEWEB)

    Kapustinsky, Jon S., E-mail: jonk@lanl.go [Los Alamos National Laboratory, Mailstop H846, PO Box 1663, Los Alamos, 87545 New Mexico (United States)

    2010-05-21

    The Forward Silicon Vertex Tracker (FVTX) upgrade for the PHENIX detector at RHIC will extend the vertex capability of the central PHENIX Silicon Vertex Tracker (VTX). The FVTX is designed with adequate spatial resolution to separate decay muons coming from the relatively long-lived heavy quark mesons (Charm and Beauty), from prompt particles and the longer-lived pion and kaon decays that originate at the primary collision vertex. These heavy quarks can be used to probe the high-density medium that is formed in Au+Au collisions at RHIC. The FVTX is designed as two endcaps. Each endcap comprises four silicon disks covering opening angles from 10{sup o} to 35{sup o} to match the existing muon arm acceptance. Each disk consists of p-on-n, silicon wedges, with ac-coupled mini-strips on 75 {mu}m radial pitch and projective length in the phi direction that increases with radius. A custom front-end chip, the FPHX, has been designed for the FVTX. The chip combines fast trigger capability with data push architecture in a low-power design.

  8. The right stuff ... meeting your customer needs.

    Science.gov (United States)

    Rubin, P; Carrington, S

    1999-11-01

    Meeting (and exceeding) your customers' needs is a requirement for competing in the current business world. New tools and techniques must be employed to deal with the rapidly changing global environment. This article describes the success of a global supply chain integration project for a division of a large multinational corporation. A state-of-the-art ERP software package was implemented in conjunction with major process changes to improve the organization's ability to promise and deliver product to their customers.

  9. Analysis of the customer satisfaction of the hotel products in Bulgaria

    Directory of Open Access Journals (Sweden)

    Kyurova V. V.

    2015-05-01

    Full Text Available One of the most important conditions for the right choice of a marketing policy of the hotel businesses is the availability of accurate studies, analyzes and forecasts about the changes of consumer demands, the competitive environment and the situation on the market of hotel products. Moreover, research on tourist motivation about the choice of hotel products and the factors shaping consumer preferences are important criteria to achieve a balance between supply and demand of these products. In this context, the objective of the study is to reveal the peculiarities of consumer behavior in the field of hotel business by setting a consumer profile, determine the motives for the choice of hotel products and the level of consumer satisfaction when using these products.

  10. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    OpenAIRE

    Mircea Andrei SCRIDON

    2008-01-01

    In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to ...

  11. Applying Triz for Production Quality Improvement

    Directory of Open Access Journals (Sweden)

    Swee Nikalus Shu Luing

    2017-01-01

    Full Text Available This paper aims to provide a thorough analysis on the application of TRIZ in improving the quality of canned food production. TRIZ tools such as engineering systems analysis, function analysis, cause and effect chain analysis, By-separation model and 40 Inventive Principles are applied in order to discover some feasible and elegant solutions to alleviate the problem. Findings revealed that the rejected canned products on the conveyor belt will be isolated or picked up with other good condition canned products which are lined up very closely to the rejected cans; though the visioning system is able detect the fault printing on the canned product. The main root cause is that the rejected canned product is picked up with other canned products in good condition because all cans are lined up on the belt and are very close to each other or having no gaps between the cans. Conversely, all cans on the conveyor belts are required to be very close to each other to avoid collisions that may damage the cans. The root cause is solved by applying function analysis, By-separation tool and Inventive Principles. Therefore, it can be concluded that TRIZ is a powerful tool in inventive problem solving.

  12. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  13. Sustainable Improvement of Animal Production and Health

    International Nuclear Information System (INIS)

    Odongo, N.E.; Garcia, M.; Viljoen, G.J.

    2010-01-01

    The world's poorest people, some one billion living mostly in Africa and Asia, depend on livestock for their day-to-day livelihood. To reduce poverty, fight hunger and ensure global food security, there is an urgent need to increase livestock production in sustainable ways. However, livestock production in developing countries is constrained by low genetic potential of the animals, poor nutrition and husbandry practices and infectious diseases. Nuclear techniques, when applied in conjunction with conventional methods, can identify constraints to livestock productivity as well as interventions that lead to their reduction or elimination in ways that are economically and socially acceptable. The challenge is how best to exploit these techniques for solving problems faced by livestock keepers within the many agricultural production systems that exist in developing countries and demonstrating their advantages to owners, local communities and government authorities. This publication is a compilation of the contributions emanating from an international Symposium on Sustainable Improvement of Animal Production and Health organised by the Joint FAO/IAEA Division of Nuclear Techniques in Food and Agriculture in cooperation with the Animal Production and Health Division of FAO. It provides invaluable information not only on how nuclear and related techniques can be used to support sustainable livestock production systems, but also about the constraints and opportunities for using these techniques in developing countries; it also attempts to identify specific research needs and gaps and new options for using these techniques for solving established and emerging problems. As such, it is hoped that the information presented and suggestions made will provide valuable guidance to scientists in both the public and private sectors as well as to government and institutional policy and decision makers. The Symposium comprised a plenary session and four thematic sessions, covering (i

  14. Sustainable Improvement of Animal Production and Health

    Energy Technology Data Exchange (ETDEWEB)

    Odongo, N E; Garcia, M; Viljoen, G J [Animal Production and Health Subprogramme, Joint FAO/IAEA Division of Nuclear Techniques in Food and Agriculture, Department of Nuclear Sciences and Applications, International Atomic Agency, Vienna (Austria)

    2010-07-01

    The world's poorest people, some one billion living mostly in Africa and Asia, depend on livestock for their day-to-day livelihood. To reduce poverty, fight hunger and ensure global food security, there is an urgent need to increase livestock production in sustainable ways. However, livestock production in developing countries is constrained by low genetic potential of the animals, poor nutrition and husbandry practices and infectious diseases. Nuclear techniques, when applied in conjunction with conventional methods, can identify constraints to livestock productivity as well as interventions that lead to their reduction or elimination in ways that are economically and socially acceptable. The challenge is how best to exploit these techniques for solving problems faced by livestock keepers within the many agricultural production systems that exist in developing countries and demonstrating their advantages to owners, local communities and government authorities. This publication is a compilation of the contributions emanating from an international Symposium on Sustainable Improvement of Animal Production and Health organised by the Joint FAO/IAEA Division of Nuclear Techniques in Food and Agriculture in cooperation with the Animal Production and Health Division of FAO. It provides invaluable information not only on how nuclear and related techniques can be used to support sustainable livestock production systems, but also about the constraints and opportunities for using these techniques in developing countries; it also attempts to identify specific research needs and gaps and new options for using these techniques for solving established and emerging problems. As such, it is hoped that the information presented and suggestions made will provide valuable guidance to scientists in both the public and private sectors as well as to government and institutional policy and decision makers. The Symposium comprised a plenary session and four thematic sessions, covering (i

  15. Understanding the differentiating impacts of the communication strategies of a high involvement service (investment advisory services) and a high involvement product (precious jewellery) on customer satisfaction and loyalty.

    OpenAIRE

    Gupta, Gauri

    2009-01-01

    While marketing literature has largely focused on high and low involvement purchases and the positive relationship between customer satisfaction and loyalty; the differentiating impacts of communication strategies for a high involvement service and a high involvement product on customer satisfaction and loyalty has received little academic attention. Consequently, this study examines the differentiating impacts of the communication strategies for investment advisory services and precious jewe...

  16. Some theoretical perspectives of co-creation and co-production of value by customers

    Directory of Open Access Journals (Sweden)

    Nic S. Terblanche

    2014-05-01

    Motivation for the study: No real attention was paid to the concepts of co-production and co-creation by marketing academics after the initial introduction of the concepts. Only after the year 2000 did co-production and co-creation begin to receive the attention of marketing academics, with a substantial increase in publications over the past few years. Contribution/value-add: The objective of this article was to present an overview of the origin and development of co-creation and co-production in marketing, to draw a distinction between the two concepts and to address the implications of these concepts for various decision areas in marketing.

  17. Legal improvements brighten North Africa production outlook

    International Nuclear Information System (INIS)

    Anon.

    1997-01-01

    North Africa's three main oil producing countries soon will reap benefits of past moves by their governments to encourage investment by international companies. Production of crude oil and natural gas in Algeria, Egypt, and Libya is ready to increase from suppressed levels of the recent past, says International Energy Agency, Paris. The gains are possible despite political risks, total reserves accounting for only 4% of the world's crude reserves, and oil prices well below levels of the 1980s, when the countries' flow rates peaked. The reason: producing oil in North Africa is profitable. In a recent study entitled North Africa Oil and Gas, IEA attributes the bright production outlook to improvements that the countries' governments have made in the past decade to hydrocarbon laws and the fiscal terms they offer international investors. According to announced plans, the three countries' combined capacity to produce crude oil will rise 18% by the year 2000 to 3.65 million b/d, and a further gain of 700,000 b/d is possible. IEA expects production capacity for natural gas to increase 50% from its 1995 level by 2000 to a combined 139.4 billion cu m/year. This paper discusses production capacities, Algeria's record, improvements in Egypt, and Libya's changes

  18. Customer Involvement in the Development of New Sustainable Products: A Review of the Literature

    OpenAIRE

    Natalia Moreira; Trevor Wood-Harper

    2015-01-01

    The acceptance of sustainable products by the final consumer is still one of the challenges of the industry, which constantly seeks alternative approaches to successfully be accepted in the global market. A large set of methods and approaches have been discussed and analysed throughout the literature. Considering the current need for sustainable development and the current pace of consumption, the need for a combined solution towards the development of new products became c...

  19. Improving the yield from fermentative hydrogen production.

    Science.gov (United States)

    Kraemer, Jeremy T; Bagley, David M

    2007-05-01

    Efforts to increase H(2) yields from fermentative H(2) production include heat treatment of the inoculum, dissolved gas removal, and varying the organic loading rate. Although heat treatment kills methanogens and selects for spore-forming bacteria, the available evidence indicates H(2) yields are not maximized compared to bromoethanesulfonate, iodopropane, or perchloric acid pre-treatments and spore-forming acetogens are not killed. Operational controls (low pH, short solids retention time) can replace heat treatment. Gas sparging increases H(2) yields compared to un-sparged reactors, but no relationship exists between the sparging rate and H(2) yield. Lower sparging rates may improve the H(2) yield with less energy input and product dilution. The reasons why sparging improves H(2) yields are unknown, but recent measurements of dissolved H(2) concentrations during sparging suggest the assumption of decreased inhibition of the H(2)-producing enzymes is unlikely. Significant disagreement exists over the effect of organic loading rate (OLR); some studies show relatively higher OLRs improve H(2) yield while others show the opposite. Discovering the reasons for higher H(2) yields during dissolved gas removal and changes in OLR will help improve H(2) yields.

  20. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  1. Customized Mobile Apps: Improving data collection methods in large-scale field works in Finnish Lapland

    Science.gov (United States)

    Kupila, Juho

    2017-04-01

    Since the 1990s, a huge amount of data related to the groundwater and soil has been collected in several regional projects in Finland. EU -funded project "The coordination of groundwater protection and aggregates industry in Finnish Lapland, phase II" started in July 2016 and it covers the last unstudied areas in these projects in Finland. Project is carried out by Geological Survey of Finland (GTK), University of Oulu and Finnish Environment Institute and the main topic is to consolidate the groundwater protection and extractable use of soil resource in Lapland area. As earlier, several kinds of studies are also carried out throughout this three-year research and development project. These include e.g. drilling with setting up of groundwater observation wells, GPR-survey and many kinds of point-type observations, like sampling and general mapping on the field. Due to size of a study area (over 80 000 km2, about one quarter of a total area of Finland), improvement of the field work methods has become essential. To the general observation on the field, GTK has developed a specific mobile applications for Android -devices. With these Apps, data can be easily collected for example from a certain groundwater area and then uploaded directly to the GTK's database. Collected information may include sampling data, photos, layer observations, groundwater data etc. and it is all linked to the current GPS-location. New data is also easily available for post-processing. In this project the benefits of these applications will be field-tested and e.g. ergonomics, economy and usability in general will be taken account and related to the other data collecting methods, like working with heavy fieldwork laptops. Although these Apps are designed for usage in GTK's projects, they are free to download from Google Play for anyone interested. Geological Survey of Finland has the main role in this project with support from national and local authorities and stakeholders. Project is funded

  2. Trends in Customer Services and Interfunctional Coordination by Manufacturers

    OpenAIRE

    Kaňovská, Lucie; Tomášková, Eva

    2015-01-01

    The purpose of the paper is to describe the most important trends by manufacturers producing electric equipment and electronic components in the Czech Republic. We focus on customer services and interfunctional coordination (IFC), part of market orientation. We prepared questionnaire in the form of the Likert scale. Sixty companies participated in our research. The crucial trends in customer services are: (1) New products are developed, tested and improved according to customer needs; (2) Res...

  3. The Use of the Kano Model to Enhance Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Južnik Rotar Laura

    2017-12-01

    Full Text Available Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances.

  4. The truth about patient experience: what we can learn from other industries, and how three ps can improve health outcomes, strengthen brands, and delight customers.

    Science.gov (United States)

    Needham, Brian R

    2012-01-01

    Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization.

  5. THE EFFECT OF PRODUCTS, PRICE AND SERVICE QUALITY ON CUSTOMER SATISFACTION IN “RICE FOR THE POORS” PROGRAM

    Directory of Open Access Journals (Sweden)

    Surip N.

    2017-12-01

    Full Text Available This study aimed to determine and analyze the partial influence of product variables, price and service quality on consumer satisfaction in Indonesian government’s “Rice for the Poors” (“Beras Miskin”, abbreviated as “Raskin” program, as well as the influence of product variable, price and service quality simultaneously to customer satisfaction in the program. The sampling method used is proportionate stratified random sampling. The research is conducted in West Bandung regency, Jawa Barat (West Java Province with a population of 86.908 RTS-PM, and data collection was conducted on October 2015. The method of analysis used in this research is the analysis of correlation and linear regression. The results of the study conclude that the variable of product, price and quality of service simultaneously or partially possess positive and significant effect on consumer satisfaction in Raskin program. The service quality is one of the strong variables that influence the consumer satisfaction, followed by price and product variables.

  6. Development of a custom OMI NO2 data product for evaluating biases in a regional chemistry transport model

    Science.gov (United States)

    Kuhlmann, G.; Lam, Y. F.; Cheung, H. M.; Hartl, A.; Fung, J. C. H.; Chan, P. W.; Wenig, M. O.

    2015-05-01

    In this paper, we present the custom Hong Kong NO2 retrieval (HKOMI) for the Ozone Monitoring Instrument (OMI) on board the Aura satellite which was used to evaluate a high-resolution chemistry transport model (CTM) (3 km x 3 km spatial resolution). The atmospheric chemistry transport was modelled in the Pearl River Delta (PRD) region in southern China by the Models-3 Community Multiscale Air Quality (CMAQ) modelling system from October 2006 to January 2007. In the HKOMI NO2 retrieval, tropospheric air mass factors (AMFs) were recalculated using high-resolution ancillary parameters of surface reflectance, a priori NO2 and aerosol profiles, of which the latter two were taken from the CMAQ simulation. We tested the influence of the ancillary parameters on the data product using four different aerosol parametrizations. Ground-level measurements by the PRD Regional Air Quality Monitoring (RAQM) network were used as additional independent measurements. The HKOMI retrieval increases estimated tropospheric NO2 vertical column densities (VCD) by (+31 ± 38)%, when compared to NASA's standard product (OMNO2-SP), and improves the normalized mean bias (NMB) between satellite and ground observations by 26 percentage points from -41 to -15%. The individual influences of the parameters are (+11.4 ± 13.4)% for NO2 profiles, (+11.0 ± 20.9)% for surface reflectance and (+6.0 ± 8.4)% for the best aerosol parametrization. The correlation coefficient r is low between ground and satellite observations (r = 0.35). The low r and the remaining NMB can be explained by the low model performance and the expected differences when comparing point measurements with area-averaged satellite observations. The correlation between CMAQ and the RAQM network is low (r ~ 0.3) and the model underestimates the NO2 concentrations in the northwestern model domain (Foshan and Guangzhou). We compared the CMAQ NO2 time series of the two main plumes with our best OMI NO2 data set (HKOMI-4). The model

  7. Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

    Science.gov (United States)

    Tosti, Donald T.; Stotz, Rodger

    2000-01-01

    Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

  8. Integrated SCM/PDM/CRM and delivery of software products to 160.000 customers

    NARCIS (Netherlands)

    R.L. Jansen (Remy); G.C. Ballintijn (Gerco); S. Brinkkemper; A. van Nieuwland

    2004-01-01

    textabstractThe release and deployment of enterprise application software is a potentially complex task for software vendors. This complexity can unfortunately result in a significant amount of work and risk. This paper presents a case study of a product software vendor that tries to reduce this

  9. Understanding Customer Product Choices: A Case Study Using the Analytical Hierarchy Process

    Science.gov (United States)

    Robert L. Smith; Robert J. Bush; Daniel L. Schmoldt

    1996-01-01

    The Analytical Hierarchy Process (AHP) was used to characterize the bridge material selection decisions of highway officials across the United States. Understanding product choices by utilizing the AHP allowed us to develop strategies for increasing the use of timber in bridge construction. State Department of Transportation engineers, private consulting engineers, and...

  10. Production-logistic system in the aspect of strategies for production planning and control and for logistic customer service

    OpenAIRE

    Łukasz Hadaś; Agnieszka Stachowiak; Piotr Cyplik

    2014-01-01

    Background: The authors made multi-dimensional review of production and logistic strategies in order to prove their coherence in shaping internal and external supply chain. The paper is concluded with definition of production-logistic system as an object of modeling in transformation of business systems of manufacturing companies. Material and methods: The paper is based on analysis of state of the art presented in the literature on the subject of production and logistics strategies. Publ...

  11. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  12. The internal and external customer focused process improvement and the performance analysis studies in health care systems

    International Nuclear Information System (INIS)

    Tekin, P.; Erol, R.

    2017-01-01

    Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential to define the system well in order to ensure that the working staff and patients use their time very efficiently and that the process flows continuously. By having examined a sample healthcare system through the help of a study addressed in such context, studies on process improvement in line with the dissatisfactions of the working staff and patients have been carried out. Within the scope of the study, the operation of 7 Departments in a dental hospital undergoing a treatment process have been reviewed and examined. The problems encountered as result of the observations made are discussed in detail, and formerly and recently designed system performance analyses are conducted by having performed the respective process improvement studies. The relevant samplings of this study are modeled via the Arena Simulation Program. The data of the previous four months is used in the parameters, which are used through the modellings. The system data are entered by taking into account seasonal characteristics of the data. Findings: The analyses are made as a consequence of such study that has been addressed, it is established that the efficiency of the internal customers of the hospital increases substantially, and that the waiting durations of the dental patients decrease and in turn, the external customer satisfaction increases drastically. Research limitations/implications: Under the scope of the present study, 7 different treatment processes are analysed in a dental hospital in Cukurova Region with a significant patient potential. The treatment clinics present in the hospital are radiology, periodontology, surgery, treatment, orthodontics and prosthesis. These clinics run their own

  13. The internal and external customer focused process improvement and the performance analysis studies in health care systems

    Energy Technology Data Exchange (ETDEWEB)

    Tekin, P.; Erol, R.

    2017-07-01

    Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential to define the system well in order to ensure that the working staff and patients use their time very efficiently and that the process flows continuously. By having examined a sample healthcare system through the help of a study addressed in such context, studies on process improvement in line with the dissatisfactions of the working staff and patients have been carried out. Within the scope of the study, the operation of 7 Departments in a dental hospital undergoing a treatment process have been reviewed and examined. The problems encountered as result of the observations made are discussed in detail, and formerly and recently designed system performance analyses are conducted by having performed the respective process improvement studies. The relevant samplings of this study are modeled via the Arena Simulation Program. The data of the previous four months is used in the parameters, which are used through the modellings. The system data are entered by taking into account seasonal characteristics of the data. Findings: The analyses are made as a consequence of such study that has been addressed, it is established that the efficiency of the internal customers of the hospital increases substantially, and that the waiting durations of the dental patients decrease and in turn, the external customer satisfaction increases drastically. Research limitations/implications: Under the scope of the present study, 7 different treatment processes are analysed in a dental hospital in Cukurova Region with a significant patient potential. The treatment clinics present in the hospital are radiology, periodontology, surgery, treatment, orthodontics and prosthesis. These clinics run their own

  14. A Review Of CEM: Customer Engagement as Innovation Co-Creator

    Directory of Open Access Journals (Sweden)

    Elidjen Elidjen

    2013-12-01

    Full Text Available Competition is very tight causing companies looking for a competitive edge, both in the product packaging and in maintaining good relations with their customers. The management of good relationship is commonly referred to Customer Relationship Management (CRM. In general, CRM is focused on how to market something to customers and obtain value from them by using information technology. However, it ignores customers’ insight that can provide added value to the company's profits. That is what causes the need for Customer Experience Management (CEM to handle the experience of customers to improve value for customers so that customers become loyal. More useful definition of CEM is handling customer interactions to build brand equity and increase the long-term profitability. The five-element approach known as SMART (strategy, metrics; alignment, redesign and technology has a positive impact for the company. In the end customers can actualize themselves, through a company's brand and products.

  15. Radiation technology of improved quality materials production

    International Nuclear Information System (INIS)

    Zajkin, Yu.A.; Nadirov, N.K.; Zajkina, R.F.

    1997-01-01

    The technology of materials production from metals and alloys with high operational properties is developed. The technology is based on use of radiation methods in powder metallurgy. Use of radiation processing allows to improve technological conditions of sintering. It is established, that in certain regimes the sintering temperature is decreasing from 1200 deg C up to 950 deg C in the result of radiation processing of stainless steel powders . According to the processing regimes it is possible load reduction by powder pressing on 15-20 % and sintering time in to 1,5 - 2 times . The radiation methods give possibility to produce high qualitative goods from cheap powder materials without use energy-intensive processes and prolonged processing of finished products

  16. Improving smallholder livelihoods: Dairy production in Tanzania

    Directory of Open Access Journals (Sweden)

    Edward Ulicky

    2013-12-01

    Full Text Available Tanzania is primarily an agro-based economy, characterized by subsistence agricultural production that employs more than 80% of the population and contributes up to 45% of the GDP (2005. This country is endowed with a cattle population of 21.3 M, composed mainly of indigenous Zebu breeds and about 680 000 improved dairy animals. About 70% of the milk produced comes from the traditional sector (indigenous cattle kept in rural areas, while the remaining 30% comes from improved cattle, mainly kept by smallholder producers. In Northern Tanzania and particularly in Hai district of Kilimanjaro Region, some dairy farmers organize themselves into small producer groups for the purpose of milk collecting, marketing and general promotion of the dairy sector in their community. Nronga Women Dairy Cooperative Society (NWDCS Limited is one of such organizations dedicated to improve the well-being of the Nronga village community through promoting small-scale dairy farming and its flow-on benefits. Milk flows out of the village, and services for investment and dairy production flow into the village, ensuring a sustainable financial circulation necessary for poverty reduction, rural development and better life for the rural community. In 2001 NWDCS introduced a school milk feeding program that has attracted Australian donors since 2005. Guided by Global Development Group, a multi-faceted project, integrating micro-enterprises, business, education and child health/nutrition, was proposed and initiated by building a dairy plant in Hai District headquarters, the Boma plant. In March 2013, the Australian High Commission to East Africa approved Direct Aid Program funding of AUD 30 000 towards the NWDCS - Biogas Pilot Project in Tanzania, which included the renovation of zero-grazing cow shade units, the construction of 6-m3 biodigester plants on each farm, and encouragement of the use of bioslurry for pasture production and home gardens.

  17. Inventory Management Strategies For Productivity Improvement In Equipment Manufacturing Firms

    Directory of Open Access Journals (Sweden)

    T.T Amachree

    2017-08-01

    Full Text Available This study examined and developed Inventory Management Strategies IMS which could be creatively employed for Productivity Improvement in Equipment Firms PIEMF Equipment manufacturing projects suffer from declining productivity and inability to effectively satisfy customized order batch quantity within schedules budgeted cost and quality specifications due to lack of robust and well defined IMS as well as none code classification of vast number of inventory item. Survey and expost-facto research designs were adopted on the four identified IMS in three EMF. The method used for primary data collection and measurement on four IMS and inventory management parameters was questionnaire modelled into likert five point scale from the target respondents being experts in the subject matter. The secondary data was obtained from the computerised inventory status file of the three equipment manufacturing firms. The methods of primary data analysis and test of research used were Pearsons product moment correlation coefficient and oneway. Analysis of variance ANOVA computer software via Statistical Program for Social Science SPSS version 17 ABC analysis and classification of materials was used for code categorization of secondary data also with the aid of Microsoft excel. The results of the analyses highlighted and isolated A class of inventory items which are 137 out of 543 for Siemens Nig. Ltd 154 out of 551 for Dresser-Rand Nig. Ltd and 162 of 551 for Nigerian Engineering Works Ltd. The results of Pearson product moment correlation analysis and test of research hypotheses indicate that Materials Requirements Planning MRP followed by Supply Chain Management SCM are the most significant IMS as they correlate strongly with PIEMF. The study recommends IMS adoption by code classification of materials in which MRP or SCM could be deployed for management of A class of inventories while classical IMS could be used for management B and C classes of inventory items.

  18. Environmental improvement through product development - in Japanese

    DEFF Research Database (Denmark)

    McAloone, Tim C.; Bey, Niki

    Companies in Denmark and abroad are working increasingly to reduce human impacts on the environment and nature. At the same time there must still be a large focus on the creation of value for customers and consumers. This development gives rise to a huge potential for Danish companies, to create ...... Environmental Protection Agency’s company funding scheme. We hope you will be inspired!...

  19. Eco-friendly Retail Product Attributes, Customer Attributes and the Repurchase Intentions of South African Consumers

    OpenAIRE

    Job Dubihlela; Tandiswa Ngxukumeshe

    2016-01-01

    Purpose –Consumers are becoming progressively aware of the significance of eco-friendly activities, and their environmental consciousness drives them to consume eco-friendly products and services more, and prefer to support organisations that favor conservational practices. Increased environmental impacts bring a rise in concerns locally and globally, on sustainability issues aimed at reducing non-conservative consumption patterns. Retail organisations are increasingly developing and marketin...

  20. THE EFFECT OF SERVICE, PRODUCT QUALITY, AND PERCEIVED VALUE ON CUSTOMER PURCHASE INTENTION AND SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dodi Iskandar

    2015-05-01

    Full Text Available The research was conducted at Kedai Sop Durian Lodaya (KSDL in Bogor on February 2015. The research objectives were 1 to identify the characteristics of KSDL consumer’s behavior, 2 to analyze the factors influencing the consumer satisfaction and purchase intention of KSDL’s consumers , 3 to analyze KSDL's consumer satisfaction level and purchase intention, 4 to formulate the managerial implications in order to increase consumer satisfaction and KSDL's purchase intention. The research was conducted by using descriptive methods through case study approach. Data was collected through questionnaires with non-probability sampling technique, using  convenience sampling technique. Data was analyzed by using Structural Equation Modeling (SEM. The result shows that all of the satisfaction component variabels have significantly influenced consumer satisfaction and purchase intention. In sequence, the variables having the highest influence to the lowest influence are product quality, responsiveness, assurance, empathy, reliability, tangibility, and perceived value.    Keywords: consumer satisfaction, service quality, product quality, purchase intention, SEM, kedai sop durian lodaya (KSDL ABSTRAKPenelitian dilakukan di Kedai Sop Durian Lodaya (KSDL di Bogor pada bulan Februari 2015. Tujuan dari penelitian ini adalah 1 mengidentifikasi karakteristik perilaku konsumen di KSDL, 2 menganalisis faktor-faktor yang mempengaruhi kepuasan dan purchase intention pada konsumen di KSDL, 3 menganalisis tingkat kepuasan dan purchase intention konsumen di KSDL, 4 merumuskan implikasi manajerial untuk meningkatkan kepuasan konsumen serta menimbulkan purchase intention konsumen di KSDL. Penelitian ini dilakukan dengan metode deskriptif melalui pendekatan studi kasus. Pengumpulan data dilakukan melalui pengisian kuesioner dengan teknik nonprobability sampling menggunakan metode convenience sampling. Data dianalisis dengan menggunakan structural equation modeling

  1. TPM- A KEY STRATEGY FOR PRODUCTIVITY IMPROVEMENT

    Directory of Open Access Journals (Sweden)

    J.S. DUREJA

    2011-02-01

    Full Text Available During high growth era companies are making technical progress in automation and centralization of the plants, which needs large amount of manual work to maintain the automation systems. The strategy of maintaining the equipment of a plant is crucial for the effectiveness of manufacturing. Total productive maintenance (TPM is a maintenance program, which involves concepts for maintaining plant and equipments effectively. In this paper detailed implementation of TPM in the cold rolling plant is discussed. Results achieved are quite encouraging in terms of motivated employees, improvement in overall equipment effectiveness (OEE and reduction in no. of accidents on shop floor.

  2. CUSTOMER EXPERIENCE AND RETAIL BANKING TRENDS

    Directory of Open Access Journals (Sweden)

    PAUL OVIDIU HANDRO

    2017-11-01

    Full Text Available The concept of customer experience refers to the impact of all the interactions that the customer may have with a bank, taking into account the multitude of touchpoints by which he activates. Customer experience includes every element related to the promises made through branding, advertising, offers, products and services, but the most important is how they are delivered: easiness in using the services or products, promptness and efficiency in dealing with customers before and after purchase. [1] - [11] In the context of an environment influenced to a great extent by the evolution of technologies, but also by the accelerated dynamics regarding legislation (Payment Directive II, Directive 2014/92/EU and competition, a traditional commercial bank must be extremely careful and competent to build and plan the present and future experiences offered to customers. Given the complexity of the structure of a traditional bank, an essential point in the performance strategy must be the improvement of the Customer experienced experience in dealing with the bank. The positive experience becomes defining both for customer loyality and to attract new customers. The segregation of responsibilities and at the same time harmonization of flows between the various structures of traditional banks (front-office- FO; middle-office-MO; back-office-BO becomes the main challenge of the moment in order to provide the customer with the much desired positive experience. Affected at the global and European level by the dynamics of legislative changes, as well as by the business models that rely on the outsourcing of some positions, the back-office and middle office do not enjoy the same rhythm of evolution and support found in the front office, resulting in incoherent customer experiences and, at the same time, preventing the industry's capacity to attract, retain and delight the customers. In order to improve the level of customer experience, the banks must focus more on

  3. C-E productivity improvement program

    International Nuclear Information System (INIS)

    Chiu, C.; Ching, B.; Van Haltern, M.L.

    1984-01-01

    This paper describes the C-E Productivity Improvement Program (CEPIP), which is a computer algorithm for heat rate monitoring and diagnostics for a nuclear power plant. CEPIP uses the pattern recognition technique to identify cause(s) of heat rate degradation. The benefits of such an automated program to the plant performance engineer include early identification of the degrading component(s), provision of necessary economic information (cost of energy loss) to the performance engineer so that he can decide when to repair the degrading components, and identification of operator actions resulting in heat rate degradation (such as closing the valve on the live steam extraction line for the second stage of reheat). In summary, CEPIP improves the overall plant performance by increasing the capacity factor. CEPIP was developed to meet the growing needs of the utilities for an automated performance program. The diagnostic capability has been verified by plant data

  4. INTEGRATED COST MODEL FOR IMPROVING THE PRODUCTION IN COMPANIES

    Directory of Open Access Journals (Sweden)

    Zuzana Hajduova

    2014-12-01

    statistical methods for determining the most accurate estimation of the costs associated with improving processes. Model is based on known methods for modelling the cost of quality, safety and environment. It connects these costs into one function connected to the basic parameter of improvement, i.e. parameter, which is the subject of the improvement in the process. Created model focuses on determining the costs associated with reaching a certain level of improved parameter. The model is three-dimensional, while the third dimension is represented by the time.Value: The proposed model uses modern statistical methods, some of which are substantially modified to suit the particular types of parameters of sub-processes taking place during rolling of copper wire. Integrated cost model for improving the production of copper wire, has another meaning: (i allows to carry out an economic estimate of the costs associated with improving; (ii highlights the bottlenecks in meeting customer requirements; (iii proposes a methodology for the experimental verification of individual analyses; (iv provides specific hypotheses about the set-up of process parameters, which can be verified in practice; (v also proposes modifications of methods focused on regulation and estimation of capability of critical improvement parameter; (vi  demonstrated the merits and application of quantitative methods in practical conditions of the manufacturing process.

  5. A Novel Feature Cloud Visualization for Depiction of Product Features Extracted from Customer Reviews

    OpenAIRE

    Tanvir Ahmad

    2013-01-01

    There has been an exponential growth of web content on the World Wide Web and online users contributing to majority of the unstructured data which also contain a good amount of information on many different subjects that may range from products, news, programmes and services. Many a times other users read these reviews and try to find the meaning of the sentences expressed by the reviewers. Since the number and the length of the reviews are so large that most the times the user will read a fe...

  6. Refreshing Rubbers as Customized Photothermal Conversion Materials through Post-Darkening Modeling Production.

    Science.gov (United States)

    Li, Ruiting; Wang, Zhen; Han, Peng; He, Yonglin; Zhang, Xiaohong; Wang, Yapei

    2017-12-19

    Organic conjugated polymers with low energy bandgaps are emerging as a particular class of near-infrared (NIR) photothermal conversion materials. However, these polymers routinely possess high phase transition temperatures due to the rigid skeleton and strong intermolecular interactions. Conjugated polymers can rarely be thermally processed at low temperature, especially below 100 °C. This work formulates a concept of post-darkening modeling production (p-DMP) by which the thermoplastic non-conjugated trans-polyisoprene (TPI) is refreshed into a photothermal conversion material with high light use efficiency. Two steps, including the customizable shaping at low temperature and iodine vapor-tailored "darkening", ensure the ease of preparing photothermal conversion devices with desirable topologies. A few characterizations, with the combination of density functional theory (DFT) calculations, provide reasonable explanations for understanding the "darkening" process of TPI in iodine atmosphere. In particular, the p-DMP is successfully extended to three-dimension (3D) printing, opening an avenue to fabricate personalized photothermal products, for example, a sunlight-directed physiotherapy device for healthcare of articular tissues. © 2017 Wiley-VCH Verlag GmbH & Co. KGaA, Weinheim.

  7. Toyota production system quality improvement initiative improves perioperative antibiotic therapy.

    Science.gov (United States)

    Burkitt, Kelly H; Mor, Maria K; Jain, Rajiv; Kruszewski, Matthew S; McCray, Ellesha E; Moreland, Michael E; Muder, Robert R; Obrosky, David Scott; Sevick, Mary Ann; Wilson, Mark A; Fine, Michael J

    2009-09-01

    To assess the role of a Toyota production system (TPS) quality improvement (QI) intervention on appropriateness of perioperative antibiotic therapy and in length of hospital stay (LOS) among surgical patients. Pre-post quasi-experimental study using local and national retrospective cohorts. We used TPS methods to implement a multifaceted intervention to reduce nosocomial methicillin-resistant Staphylococcus aureus infections on a Veterans Affairs surgical unit, which led to a QI intervention targeting appropriate perioperative antibiotic prophylaxis. Appropriate perioperative antibiotic therapy was defined as selection of the recommended antibiotic agents for a duration not exceeding 24 hours from the time of the operation. The local computerized medical record system was used to identify patients undergoing the 25 most common surgical procedures and to examine changes in appropriate antibiotic therapy and LOS over time. Overall, 2550 surgical admissions were identified from the local computerized medical records. The proportion of surgical admissions receiving appropriate perioperative antibiotics was significantly higher (P <.01) in 2004 after initiation of the TPS intervention (44.0%) compared with the previous 4 years (range, 23.4%-29.8%) primarily because of improvements in compliance with antibiotic therapy duration rather than appropriate antibiotic selection. There was no statistically significant decrease in LOS over time. The use of TPS methods resulted in a QI intervention that was associated with an increase in appropriate perioperative antibiotic therapy among surgical patients, without affecting LOS.

  8. FY 2002 Customer Satisfaction Survey Report

    National Research Council Canada - National Science Library

    2002-01-01

    .... In addition, the survey queried customers in six areas: Customer Service Experiences, Global Customer Service Performance, DTIC Products and Services, DTIC Online Services, User Demographics, Communication/Access and Information Requirements...

  9. Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

    Science.gov (United States)

    Murphy, Sarah Anne; Cerqua, Judith

    2012-01-01

    A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

  10. Improved processes of molybdenum-99 production

    International Nuclear Information System (INIS)

    Dadachova, K.; La Riviere, K.; Anderon, P.

    1997-01-01

    Two improved processes of Molybdenum-99 production have been developed at ANSTO on laboratory scale. The first one allows to purify Mo of natural isotopic composition from tungsten impurities by using preferential adsorption of tungsten on hydrated tin(IV) oxide SnO 2 x nH 2 O before irradiation in the nuclear reactor. Mo-99 obtained via this route can be used for production of i nstant Tc-99m. As the starting material MoO 3 contains considerable amounts of tungsten impurity (W > 60 ppm), 5-7 days irradiation results in generation of W-188 in amounts sufficient to contaminate the final Tc-99m product with rhenium-188 (Re-188, 16.8 h half-life) - radioactive daughter of W-188. To overcome this problem, a method of MoO 3 purification from W, based on preferential adsorption of W by hydrated tin (IV) oxide has been developed. The contents of W in MoO 3 purified by this technique became 3 and retaining of Mo-99 on a large alumina column. Mo-99 is stripped off the column with 200 mL 1M NH 4 OH followed by loading this solution onto the AG 1x8 column. The next steps are different for each version of separation process

  11. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis, Dayr; Peña, Leticia

    2000-01-01

    By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In...

  12. Preliminary Study on Kano Model in the Conceptual Design Activities for Product Lifecycle Improvement

    Science.gov (United States)

    Fahrul Hassan, Mohd; Rahman, M. R. A.; Arifin, A. M. T.; Ismail, A. E.; Rasidi Ibrahim, M.; Zulafif Rahim, M.; Fauzi Ahmad, Md

    2017-08-01

    Product manufactured with short life cycle had only one major issue, it can lead to increasing volume of waste. Day by day, this untreated waste had consumed many landfill spaces, waiting for any possible alternatives. Lack of product recovery knowledge and recyclability features imprinted into product design are one of the main reason behind all this. Sustainable awareness aspect should not just be implied into people’s mind, but also onto product design. This paper presents a preliminary study on Kano model method in the conceptual design activities to improve product lifecycle. Kano model is a survey-type method, used to analyze and distinguished product qualities or features, also how the customers may have perceived them. Three important attributes of Kano model are performance, attractive and must-be. The proposed approach enables better understanding of customer requirements while providing a way for Kano model to be integrated into engineering design to improve product’s end-of-life. Further works will be continued to provide a better lifecycle option (increase percentage of reuse, remanufacture or recycle, whereby decrease percentage of waste) of a product using Kano model approach.

  13. Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry

    OpenAIRE

    Dayang Nailul Munna Abang Abdullah; Francine Rozario

    2009-01-01

    The main objectives of this study were to identify attributes that influence customer satisfaction and determine their relationships with customer satisfaction. The variables included in this research are place/ambience, food quality and service quality as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables, and dependent variables was constru...

  14. Strength improvement of fibre cement product

    Directory of Open Access Journals (Sweden)

    Waranya Sonphuak

    2013-10-01

    Full Text Available This paper presents a methodology to improve the strength or the Modulus of Rupture (MOR of fibre cement. The Six Sigma approach with the DMAIC steps was applied to a case study company. This research started from defining problem, setting the project objective and the project scope. Next, the measurement system was analyzed and the process map was set up. The potential factors of the problem was then determined. Due to there were many factors that affect the MOR, the Cause and Effect Matrix and the Failure Mode and Effect Analysis technique were then used to reduce the number of factors to be studied further. Next, three process factors, which were the pulp slurry freeness, the film-layer thickness, and the pressure step, were optimized using the results from the Box-Behnken experimental design. Other 13 remaining factors were improved by creating or revising the standard work instructions and training the operators. After that, the statistical process control and the control plan were set up to control the production processes. After improvement, the process capability index (Ppk significantly increased from 0.26 to 1.35.

  15. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

    OpenAIRE

    Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

    2015-01-01

    Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an anal...

  16. Innovative Production Scheduling with Customer Satisfaction Based Measurement for the Sustainability of Manufacturing Firms

    Directory of Open Access Journals (Sweden)

    Sang-Oh Shim

    2017-12-01

    Full Text Available Scheduling problems for the sustainability of manufacturing firms in the era of the fourth industrial revolution is addressed in this research. In terms of open innovation, innovative production scheduling can be defined as scheduling using big data, cyber-physical systems, internet of things, cloud computing, mobile network, and so on. In this environment, one of the most important things is to develop an innovative scheduling algorithm for the sustainability of manufacturing firms. In this research, a flexible flowshop scheduling problem is considered with the properties of sequence-dependent setup and different process plans for jobs. In a flexible flowshop, there are serial workstations with multiple pieces of equipment that are able to process multiple lots simultaneously. Since the scheduling in this workshop is known to be extremely difficult, it is important to devise an efficient and effective scheduling algorithm. In this research, a heuristic algorithm is proposed based on a few dispatching rules and economic lot size model with the objective of minimizing total tardiness of orders. For the purposes of performance evaluation, a simulation study is conducted on randomly generated problem instances. The results imply that our proposed method outperforms the existing ones, and greatly enhances the sustainability of manufacturing firms.

  17. Improving food and agricultural production in Thailand

    International Nuclear Information System (INIS)

    Snitwongse, P.; Lamm, C.G.

    1987-01-01

    In the early 1960s, the IAEA and FAO jointly initiated the first in a series of large-scale multi-faceted agricultural field projects using nuclear techniques in agricultural sciences. The first project, in Yugoslavia, served as a model for future ones in India, Brazil, Bangladesh, Republic of Korea, Venezuela, and Thailand. The Thailand project - for the time being the last one of this series - started in January 1986 for a 5-year period, the project carries major objectives centering on the use of isotopes, radiation, and related technologies in three particular areas: Mutation breeding. Scientists are aiming to generate new genetic sources of disease-resistant varieties of crops that are economically important; Soil Science. Aims are to help farmers make the best use of fertilizers, biofertilizers, and water, and to maximize biological nitrogen fixation and the use of local rock phosphates as sources of crop nutrients; Animal science. Project scientists are aiming to improve livestock productivity on small farms

  18. MOLTEN CARBONATE FUEL CELL PRODUCT DESIGN IMPROVEMENT

    Energy Technology Data Exchange (ETDEWEB)

    H.C. Maru; M. Farooque

    2003-03-01

    The program efforts are focused on technology and system optimization for cost reduction, commercial design development, and prototype system field trials. The program is designed to advance the carbonate fuel cell technology from full-size field test to the commercial design. FuelCell Energy, Inc. (FCE) is in the later stage of the multiyear program for development and verification of carbonate fuel cell based power plants supported by DOE/NETL with additional funding from DOD/DARPA and the FuelCell Energy team. FCE has scaled up the technology to full-size and developed DFC{reg_sign} stack and balance-of-plant (BOP) equipment technology to meet product requirements, and acquired high rate manufacturing capabilities to reduce cost. FCE has designed submegawatt (DFC300A) and megawatt (DFC1500 and DFC3000) class fuel cell products for commercialization of its DFC{reg_sign} technology. A significant progress was made during the reporting period. The reforming unit design was optimized using a three-dimensional stack simulation model. Thermal and flow uniformities of the oxidant-In flow in the stack module were improved using computational fluid dynamics based flow simulation model. The manufacturing capacity was increased. The submegawatt stack module overall cost was reduced by {approx}30% on a per kW basis. An integrated deoxidizer-prereformer design was tested successfully at submegawatt scale using fuels simulating digester gas, coal bed methane gas and peak shave (natural) gas.

  19. Delivering customer solutions

    International Nuclear Information System (INIS)

    Bergsma, J.

    1997-01-01

    Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

  20. Design and health care: a study of virtual design and direct metal lasersintering of titanium alloy for the production of customized facial implants

    Directory of Open Access Journals (Sweden)

    Wilson Kindlein Junior

    2009-11-01

    Full Text Available The increase in life expectancy and a great number ofaccidents lead to higher demand for medical products,including corrective implants. Patients with tumors or traumas need to replace injured areas in order to restore their aesthetic and structural function. Currently, the available craniofacial implants present a standard geometry and seldom generate satisfactory results. Customized implants, on theother hand, are designed to conform exactly to individual patient’s anatomy. This way, the use of customized implantscan show beneficial effects to the patient and the surgicalteam. In this study, the design and manufacturing of customized implant prior to surgery were described. Implant shape and functional requirements were established by digitaldata based on CT-scans and mirroring operations. The designprocess of customized mandible prosthesis is illustrated as well as its manufacturing process (direct metal laser sinteringand quality control. Laser sintering process and its constraints for the production of customized implants in titanium alloy(Ti-6Al-4V with complex geometry and internal structures are reported.

  1. Impact of online channel use on customer revenues and costs to serve : Considering product portfolios and self-selection

    NARCIS (Netherlands)

    Gensler, S.; Leeflang, P.S.H.; Skiera, B.

    Developing a strategy for online channels requires knowledge of the effects of customers' online use on their revenue and cost to serve, which ultimately influence customer profitability. The authors theoretically discuss and empirically examine these effects. An empirical study of retail banking

  2. 9 CFR 327.13 - Foreign products offered for importation; reporting of findings to customs; handling of articles...

    Science.gov (United States)

    2010-01-01

    ... importation; reporting of findings to customs; handling of articles refused entry. 327.13 Section 327.13... customs; handling of articles refused entry. (a)(1) Program inspectors shall report their findings as to... extreme circumstances warrant it; e.g., a dock workers' strike or an unforeseeable vessel delay. (6) If...

  3. The story is as good as the real thing: early customer input on product applications of radically new technologies

    NARCIS (Netherlands)

    van den Hende, E.A.; Schoormans, J.P.L.

    2012-01-01

    Early customer input on applications that use radically new technologies is crucial for gaining an understanding of the benefits and value of these new technologies. Potential customers should have a clear understanding of a new technology application before they give their input on it. Prototypes

  4. Electricity production shows improvement across Canada

    International Nuclear Information System (INIS)

    Anon.

    1991-01-01

    In the first half of 1991, electricity production from Canadian utilities improved substantially compared to the first half of 1990. Canada was a net importer of 5332 GWh in January-June 1990 while it was a net exporter of 5250 GWh in January-June 1991. The largest single factor in this reversal is the improved performance of Ontario Hydro's CANDU reactors. Total acid gas emissions by Ontario Hydro for 1991 are expected to total 240,000 tonnes, about the same as 1990, but at much higher capacity factors. A combination of recession, private power generation, and the startup of the Seabrook nuclear station have put a brake on power exports to the USA. New Brunswick Power exports were not only affected by the new capacity at Seabrook but also because of low water conditions at its hydroelectric plants. Hydro-Quebec generated 300 GWh more hydraulic energy in June 1991 than in June 1990 and its Gentilly-2 nuclear station has been operating at 96.7% capacity. The Quebec utility exported 1215 GWh to the USA and 2121 GWh to other Canadian utilities in January-June 1991, compared to 1602 GWh and 2232 GWh resspectively in January-June 1990. 1 tab

  5. Customer-oriented innovations in the energy market - involving small and medium-sized commercial customers in product development; Kundenorientierte Innovationen im Energiemarkt - die Einbeziehung von Gewerbekunden in die Produktentwicklung

    Energy Technology Data Exchange (ETDEWEB)

    Papesch, G. [Stadtwerke Augsburg (Germany); Holzhauer, B.; Lueers, T. [Prof. Homburg und Partner, Mannheim (Germany)

    2007-06-15

    Boon or burden? Next to large industrial customers and private customers, small and medium-sized commercial customers are an important customer group for power supply companies. Being too small for a separate contract they are usually grouped together with private customers in a single customer group. However, this manner of business fails to do justice to the special needs and the potential of small and medium-sized commercial customers. Qualitative market research methods can give valuable impulses in attempts to develop innovative approaches that are more appropriate to the specific needs and requirements of small and medium-sized commercial customers, as the example set by Augsburg utilities demonstrates.

  6. Integrated Development and Maintenance of Software Products to Support Efficient Updating of Customer Configurations: A Case Study in Mass Market ERP Software

    NARCIS (Netherlands)

    Jansen, S.R.L.; Brinkkemper, S.; Ballintijn, G.; Nieuwland, Arco van

    2006-01-01

    The maintenance of enterprise application software at a customer site is a potentially complex task for software vendors. This complexity can unfortunately result in a significant amount of work and risk. This paper presents a case study of a product software vendor that tries to reduce this

  7. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

    Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

  8. Isotopes for the improvement of industrial products

    International Nuclear Information System (INIS)

    Schultze-Kraft, P.

    1978-01-01

    Full text: For many years the International Atomic Energy Agency has been giving technical assistance to developing countries on the application of radioisotopes in medicine, agriculture and hydrology. With increasing industrialization, these countries feel a growing need for the use of isotopic methods as a means of improving the control of production processes and the quality of industrial products. In response to the demand for training in this field, the IAEA recently held its first Regional Training Course in the Practical Use of Radioisotope Techniques in Industry for Process and Quality Control. The course was given from 27 March to 28 April 1978 at the Instituto Venezolano de Investigaciones Cientificas (IVIC) in Caracas, Venezuela, in co-operation with the Consejo Nacional para el Desarrollo de la Industria Nuclear (CONAN) and the Junta del Acuerdo de Cartagena. It was financed jointly by the IAEA and CONAN, and in addition received a special contribution by the Government of the Federal Republic of Germany. Participants were 18 engineers and physicists from Bolivia, Chile, Colombia, Ecuador, Peru and Venezuela, and the lecturers came from Denmark, Federal Republic of Germany, Poland and the host country. Course directors were Dr. J.J. Henriquez (IVIC) and Dr. L. Wiesner (IAEA expert). The idea of the course was to demonstrate that radioisotope techniques can considerably reduce production costs by optimizing industrial processes and making more efficient use of raw materials. It is estimated that the paper industry in the USA, for example, is saving about 100 million dollars per year through the application of radioisotopes. During the training course, the participants gained practical experience in applying isotopic techniques in several fields: in a paper mill at Moron they measured the weight per surface area, and in the cement factory of Ocumare del Tuy the residence time of clinker, at the new international airport of Maiquetia they determined the

  9. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  10. Productivity Sharing Programs: Can They Contribute to Productivity Improvement?

    Science.gov (United States)

    General Accounting Office, Washington, DC.

    Productivity sharing plans were studied to determine how they operate, what benefits result, and whether long-term increases in productivity can be realized through the program. Thirty-six firms were interviewed that had productivity sharing plans. Nine firms that had either rejected adoption of a productivity sharing plan or were still…

  11. Electricity Customers

    Science.gov (United States)

    Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity, although it could increase.

  12. Customer Poaching and Advertising

    OpenAIRE

    Rosa Branca Esteves

    2007-01-01

    This article is a first look at the dynamic effects of customer poaching in homogeneous product markets, where firms need to invest in advertising to generate awareness. When a firm can recognize customers with different past purchasing histories, it may send them targeted advertiseraents with different prices. It is shown that only the firm that advertises the highest price in the first period will engage in price discrimination, and that poaching clearly benefits the discriminating firm, Th...

  13. Learning and improvement in product innovation processes: Enabling behaviors

    NARCIS (Netherlands)

    Gieskes, J.F.B.; Langenberg, Ilse

    2001-01-01

    Product Innovation is described as a continuous and cross-functional process involving all stages in the product life cycle. This approach gives way to study product innovation processes from a continuous improvement and learning viewpoint. The Continuous Improvement in the global product MAnagement

  14. Using Goals, Feedback, Reinforcement, and a Performance Matrix to Improve Customer Service in a Large Department Store

    Science.gov (United States)

    Eikenhout, Nelson; Austin, John

    2005-01-01

    This study employed an ABAC and multiple baseline design to evaluate the effects of (B) feedback and (C) a package of feedback, goalsetting, and reinforcement (supervisor praise and an area-wide celebration as managed through a performance matrix, on a total of 14 various customer service behaviors for a total of 115 employees at a large…

  15. Do ergonomics improvements increase computer workers' productivity?: an intervention study in a call centre.

    Science.gov (United States)

    Smith, Michael J; Bayehi, Antoinette Derjani

    2003-01-15

    This paper examines whether improving physical ergonomics working conditions affects worker productivity in a call centre with computer-intensive work. A field study was conducted at a catalogue retail service organization to explore the impact of ergonomics improvements on worker production. There were three levels of ergonomics interventions, each adding incrementally to the previous one. The first level was ergonomics training for all computer users accompanied by workstation ergonomics analysis leading to specific customized adjustments to better fit each worker (Group C). The second level added specific workstation accessories to improve the worker fit if the ergonomics analysis indicated a need for them (Group B). The third level met Group B requirements plus an improved chair (Group A). Productivity data was gathered from 72 volunteer participants who received ergonomics improvements to their workstations and 370 control subjects working in the same departments. Daily company records of production outputs for each worker were taken before ergonomics intervention (baseline) and 12 months after ergonomics intervention. Productivity improvement from baseline to 12 months post-intervention was examined across all ergonomics conditions combined, and also compared to the control group. The findings showed that worker performance increased for 50% of the ergonomics improvement participants and decreased for 50%. Overall, there was a 4.87% output increase for the ergonomics improvement group as compared to a 3.46% output decrease for the control group. The level of productivity increase varied by the type of the ergonomics improvements with Group C showing the best improvement (9.43%). Even though the average production improved, caution must be used in interpreting the findings since the ergonomics interventions were not successful for one-half of the participants.

  16. Productivity improvement opportunities at Navy public works activities

    OpenAIRE

    Dieffenbach, Richard Jacob

    1992-01-01

    Approved for public release; distribution is unlimited This study identifies six principal opportunities for productivity improvement at Navy Public Works in-house maintenance activities: improving work assignment, increasing shop supervisor effectiveness, reducing long lunches and early quits (through understanding of work impediments as demotivational contributors), improving service order management, improving job quality and miscellaneous opportunities. Activity "productivity opportu...

  17. An empirical study to identify and rank CSFs in customer relationship management (CRM: A case study of oil products distribution

    Directory of Open Access Journals (Sweden)

    Seyed Mehdi Tofighi

    2011-10-01

    Full Text Available Customer relationship management (CRM is founded based on the value exchange between organization and customers and focuses merely on the value created in this connection. In this paper, the critical success factors are identified for a proper and effective implementation of CRM for an oil distribution company. The proposed survey of this paper identifies some important factors affecting the CRM implementation and determines the most important ones using a survey. The results indicate that there are twelve factors playing the most important roles on the success of CRM. There are CRM strategy, knowledge management in customer relationship, CRM technology, effective strategic committee, management of customer contact channels, customer information management, customer-oriented change management, training programs, strategic communication with staff, staff commitment, integration, and sectional implementation. We categorize the factors into two levels based on the level of their importance. The first level consists of the most important ones include only four items and the other eight items are categorized in level 2.

  18. Improving the quotation process with product configuration

    DEFF Research Database (Denmark)

    Hvam, Lars; Christensen, Simon Pape

    2006-01-01

    How can product configuration support the process of engineering highly complex industrial products? This article describes how an IT-based product configuration system was developed to support the process of mak-ing budget quotations. The article is based on a research project carried out...

  19. Agricultural Productivity Forecasts for Improved Drought Monitoring

    Science.gov (United States)

    Limaye, Ashutosh; McNider, Richard; Moss, Donald; Alhamdan, Mohammad

    2010-01-01

    Water stresses on agricultural crops during critical phases of crop phenology (such as grain filling) has higher impact on the eventual yield than at other times of crop growth. Therefore farmers are more concerned about water stresses in the context of crop phenology than the meteorological droughts. However the drought estimates currently produced do not account for the crop phenology. US Department of Agriculture (USDA) and National Oceanic and Atmospheric Administration (NOAA) have developed a drought monitoring decision support tool: The U.S. Drought Monitor, which currently uses meteorological droughts to delineate and categorize drought severity. Output from the Drought Monitor is used by the States to make disaster declarations. More importantly, USDA uses the Drought Monitor to make estimates of crop yield to help the commodities market. Accurate estimation of corn yield is especially critical given the recent trend towards diversion of corn to produce ethanol. Ethanol is fast becoming a standard 10% ethanol additive to petroleum products, the largest traded commodity. Thus the impact of large-scale drought will have dramatic impact on the petroleum prices as well as on food prices. USDA's World Agricultural Outlook Board (WAOB) serves as a focal point for economic intelligence and the commodity outlook for U.S. WAOB depends on Drought Monitor and has emphatically stated that accurate and timely data are needed in operational agrometeorological services to generate reliable projections for agricultural decision makers. Thus, improvements in the prediction of drought will reflect in early and accurate assessment of crop yields, which in turn will improve commodity projections. We have developed a drought assessment tool, which accounts for the water stress in the context of crop phenology. The crop modeling component is done using various crop modules within Decision Support System for Agrotechnology Transfer (DSSAT). DSSAT is an agricultural crop

  20. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  1. Interrelationships and consequential effects among technological innovation, service consistency, customer satisfaction and loyalty in banking

    OpenAIRE

    Asare Yaw Obeng; Mkhize L Peter

    2017-01-01

    The key to long-term success in banking is consistent improvement and delivering of quality product and or value-added service that conform to the expectations of customers. IT-innovative products/services and processes (technological innovation) facilitate these key elements of customer satisfaction and critical factors for retaining valued customers. The objective of this paper is to explore the effects of technological innovation on service consistency and the consequential effects on cust...

  2. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

    Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

  3. Role of configuration management in improving quality of metal products

    International Nuclear Information System (INIS)

    Ali, U.; Kalsoom, T.

    2007-01-01

    The Configuration Management (CM) is an imperative discipline which helps in producing quality metal products for the customers. CM implements a graded approach to Configuration Items whose failure poses human as well as product losses. Effective CM provides information to Project Management, Quality Control, and Quality Assurance in identifying schedules and processes related to metal component production. The CM is a supportive function, mostly working side by side with Quality Assurance and Quality Control in the development / production of metal parts. The CM provides tools and guidelines for managing a product while Quality Assurance verifies and validates the same outside the scope of Configuration Audits. Configuration Management raises productivity of metal product, makes-available design reuse, reduces service and support costs, enhances visibility and eliminates rework on metal products. The elements of CM i.e. Identification, Control, Status Accounting and Audits playa vital role to enhance the quality of metal products. Only established CM System can make it possible to swing initial development criteria to final user friendly metal products. The challenges of today in our metal industry are to design and develop state-of-the-art products, for which, CM ideas given in this paper, will help to achieve all the set goals. (author)

  4. Optimal inventory reallocation to customer orders in ceramic tile companies characterized by the lack of homogeneity in the product (LHP); Reasignacion optima del inventario a pedidos en empresas ceramicas caracterizadas por la falta de homogeneidad en el producto (FHP)

    Energy Technology Data Exchange (ETDEWEB)

    Alemany, M. M. E.; Alarcon, F.; Oltra, R. F.; Lario, B. C.

    2013-02-01

    The lack of homogeneity in the product (LHP) is defined as the lack of uniformity required by the customer in the products. The LHP appears in companies where the final products obtained are not homogeneous, leading to the existence of different references (subtypes) of the same product. This lack of homogeneity is a problem when the client needs to be served through homogeneous units of a product and commit orders are based on planned quantities, whose final homogeneity characteristics are unknown at the time of acquiring the customer commitments. The frequent discrepancies caused by the LHP between planned homogeneous amounts and those actually obtained and available, can prevent the delivery of committed orders. To solve this problem, we propose a mathematical programming model for the reallocation of inventory in Make to Stock (MTS) ceramic tile companies characterized by the LHP that combines multiple objectives. The proposed mathematical model has been validated by its application to a real case of a ceramic company. The analysis of the obtained results indicates significant improvements in the number of orders completed on time and in sales revenue achieved. (Author) 33 refs.

  5. Sustainable Development of Slow Fashion Businesses: Customer Value Approach

    Directory of Open Access Journals (Sweden)

    Sojin Jung

    2016-06-01

    Full Text Available As an alternative to the prevalent fast fashion model, slow fashion has emerged as a way of enhancing sustainability in the fashion industry, yet how slow fashion can enhance profitability is still largely unknown. Based on a customer value creation framework, this study empirically tested a structural model that specified the slow fashion attributes that contribute to creating perceived customer value, which subsequently increases a consumer’s intention to buy and pay a price premium for slow fashion products. An analysis of 221 U.S. consumer data revealed that delivering exclusive product value is significantly critical in creating customer value for slow fashion, and customer value, in turn, positively affects consumers’ purchase intentions. Further analysis also revealed that different slow fashion attributes distinctively affect customer value. This provides potential strategies on which slow fashion businesses can focus to secure an economically sustainable business model, thereby continuously improving environmental and social sustainability with the slow fashion ideal.

  6. Improving radiation use efficiency in greenhouse production systems

    OpenAIRE

    Li, Tao

    2015-01-01

    SUMMARY A large increase in agricultural production is needed to feed the increasing world population with their increasing demand per capita. However, growing competition for arable land, water, energy, and the degradation of the environment impose challenges to improve crop production. Hence agricultural production efficiency needs to increase. Greenhouses provide the possibility to create optimal growth conditions for crops, thereby improving production and product quality. Light is the dr...

  7. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

    Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

  8. Production of Genetically Improved Organic Nile Tilapia

    NARCIS (Netherlands)

    Charo, H.; Komen, J.; Bovenhuis, H.; Rezk, M.A.; Ponzoni, R.W.

    2008-01-01

    Demand for organic products for human consumption has been on the increase due to the belief that organic products are safer and healthier to the consumer and the environment. In developing countries, Nile tilapia (Oreochromis niloticus) is usually grown in low-input organically fed ponds with

  9. Biomass productivity improvement for eastern cottonwood

    Science.gov (United States)

    Terry L. Robison; Randy J. Rousseau; Jianwei Zhang

    2006-01-01

    Eastern cottonwood ( Populus deltoides Marsh.) is grown in plantations by MeadWestvaco for use at its Wickliffe Kentucky Fine Papers Mill1. Genetic and productivity research over the past two decades have led to significant increases in biomass yield while reducing production costs.Initially, genetic research identified fast growing...

  10. Productivity improvement using discrete events simulation

    Science.gov (United States)

    Hazza, M. H. F. Al; Elbishari, E. M. Y.; Ismail, M. Y. Bin; Adesta, E. Y. T.; Rahman, Nur Salihah Binti Abdul

    2018-01-01

    The increasing in complexity of the manufacturing systems has increased the cost of investment in many industries. Furthermore, the theoretical feasibility studies are not enough to take the decision in investing for that particular area. Therefore, the development of the new advanced software is protecting the manufacturer from investing money in production lines that may not be sufficient and effective with their requirement in terms of machine utilization and productivity issue. By conducting a simulation, using accurate model will reduce and eliminate the risk associated with their new investment. The aim of this research is to prove and highlight the importance of simulation in decision-making process. Delmia quest software was used as a simulation program to run a simulation for the production line. A simulation was first done for the existing production line and show that the estimated production rate is 261 units/day. The results have been analysed based on utilization percentage and idle time. Two different scenarios have been proposed based on different objectives. The first scenario is by focusing on low utilization machines and their idle time, this was resulted in minimizing the number of machines used by three with the addition of the works who maintain them without having an effect on the production rate. The second scenario is to increase the production rate by upgrading the curing machine which lead to the increase in the daily productivity by 7% from 261 units to 281 units.

  11. Improving productivity through more effective time management.

    Science.gov (United States)

    Arnold, Edwin; Pulich, Marcia

    2004-01-01

    Effective time management has become increasingly important for managers as they seek to accomplish objectives in today's organizations, which have been restructured for efficiency while employing fewer people. Managers can improve their ability to manage time effectively by examining their attitudes toward time, analyzing time-wasting behaviors, and developing better time management skills. Managers can improve their performance and promotion potential with more effective time utilization. Strategies for improving time management skills are presented.

  12. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  13. Utility customer issues

    International Nuclear Information System (INIS)

    Downey, W.H.

    1997-01-01

    Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

  14. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  15. Economic analysis of technological innovations to improve sustainability of pangasius production in Vietnam

    NARCIS (Netherlands)

    Ngoc, Pham Thi Anh

    2016-01-01

    In response to increasing concerns about sustainable production, a growing number of European customers expect seafood products to be certified, for example by the Aquaculture Stewardship Council (ASC) certification. Water purification technologies such as Recirculating Aquaculture Systems (RAS)

  16. Composition and methods for improved fuel production

    Science.gov (United States)

    Steele, Philip H.; Tanneru, Sathishkumar; Gajjela, Sanjeev K.

    2015-12-29

    Certain embodiments of the present invention are configured to produce boiler and transportation fuels. A first phase of the method may include oxidation and/or hyper-acidification of bio-oil to produce an intermediate product. A second phase of the method may include catalytic deoxygenation, esterification, or olefination/esterification of the intermediate product under pressurized syngas. The composition of the resulting product--e.g., a boiler fuel--produced by these methods may be used directly or further upgraded to a transportation fuel. Certain embodiments of the present invention also include catalytic compositions configured for use in the method embodiments.

  17. Good air quality in offices improves productivity

    DEFF Research Database (Denmark)

    Fanger, Povl Ole

    2000-01-01

    Three recent independent studies have documented that the quality of indoor air has a significant and positive influence or? the productivity of office workers. A combined analysis of the results of the three studies shows a significant relationship between productivity and perceived indoor air...... quality. The impact on productivity justifies a much higher indoor air quality than the minimum levels prescribed in present standards and guidelines. One way of providing air of high quality for people to breathe, without involving excessive ventilation rates and energy use, is to provide "personalized...

  18. Good air quality in offices improves productivity

    DEFF Research Database (Denmark)

    Fanger, Povl Ole

    2000-01-01

    Three recent independent studies have documented that the quality of indoor air has a significant and positive influence on the productivity of office workers. A combined analysis of the results of the three studies shows a significant relationship between productivity and perceived indoor air...... quality. The impact on productivity justifies a much higher indoor air quality than the minimum levels prescribed in present standards and guidelines. One way of providing air of high quality for people to breathe, without involving excessive ventilation rates and energy use, is to provide "personalized...

  19. Pengaruh e-CRM dan Service Quality terhadap Customer Satisfaction dan Dampaknya terhadap Customer Loyalty pada PT XL

    Directory of Open Access Journals (Sweden)

    Marshellina Marshellina

    2013-11-01

    Full Text Available This study aims to look at the influence and how much the influence of e-CRM (X1 and Quality of Service (X2 for Customer Satisfaction (Y that impact on Customer Loyalty (Z at PT XL. Data collection techniques were with questionnaires, the number of population in this study was approximately three millionrespondents, ie customers who use the product XL in West Jakarta, because the area most widely uses XL provider. Total sample was 100 respondents and the technique used was simple random sampling. The method used in this study was Pearson correlation and path analysis. Based on the results of data analysis, structural equation is Y = 0.310 + 0.330 X1 + X2 0.874 and Z = 0.005 X1 + X2 + 0.449 -0.070 + 0.903 Y, which Electronic Customer Relationship Management and the quality of service have yet to be effective in providing a positive influence for customer loyalty directly, but it must go through prior customer satisfaction as an intervening variable. Therefore, more companies should make improvements to the new way of communicating with customers via electronic media because it gives quite effective results for customer satisfaction in PT XL. Inaddition, PT XL should provide training and better development for the employees working in the company to improve the quality of service that can create customer loyalty.

  20. Improvement of Biogas Production by Bioaugmentation

    Science.gov (United States)

    Kovács, K. L.; Ács, N.; Kovács, E.; Wirth, R.; Rákhely, G.; Strang, Orsolya; Herbel, Zsófia; Bagi, Z.

    2013-01-01

    Biogas production technologies commonly involve the use of natural anaerobic consortia of microbes. The objective of this study was to elucidate the importance of hydrogen in this complex microbial food chain. Novel laboratory biogas reactor prototypes were designed and constructed. The fates of pure hydrogen-producing cultures of Caldicellulosiruptor saccharolyticus and Enterobacter cloacae were followed in time in thermophilic and mesophilic natural biogas-producing communities, respectively. Molecular biological techniques were applied to study the altered ecosystems. A systematic study in 5-litre CSTR digesters revealed that a key fermentation parameter in the maintenance of an altered population balance is the loading rate of total organic solids. Intensification of the biogas production was observed and the results corroborate that the enhanced biogas productivity is associated with the increased abundance of the hydrogen producers. Fermentation parameters did not indicate signs of failure in the biogas production process. Rational construction of more efficient and sustainable biogas-producing microbial consortia is proposed. PMID:23484123

  1. Essays on Customization Applications in Marketing

    OpenAIRE

    Adiguzel, Feray

    2006-01-01

    The primary objective of this thesis is to develop and validate new methodologies to improve the collection of data and the effectiveness of promotion customization. This thesis contains two essays. In these essays, we search for optimal combinations of components of questionnaires to design split questionnaires and product categories to offer promotions. The first essay deals with how to improve collection of data. We focus on split questionnaires to collect data instead of using the more ty...

  2. Improvements in the production of petrol

    Energy Technology Data Exchange (ETDEWEB)

    Tinker, F

    1918-12-19

    The production of petrol from crude mineral oils by means including a still and a superheating or cracking chamber is described whereby a quantity of vapor is generated for subsequent mixture with the crude oil, mixing the superheated vapor and crude oil in a pipe or chamber so that the process of heat interchange is complete before the final product to be collected is delivered to a fractionating column and the residuum passed into the still.

  3. Improvement in Product Development: Use of back-end data to support upstream efforts of Robust Design Methodology

    Directory of Open Access Journals (Sweden)

    Vanajah Siva

    2012-12-01

    Full Text Available In the area of Robust Design Methodology (RDM less is done on how to use and work with data from the back-end of the product development process to support upstream improvement. The purpose of this paper is to suggest RDM practices for the use of customer claims data in early design phases as a basis for improvements. The back-end data, when systematically analyzed and fed back into the product development process, aids in closing the product development loop from claims to improvement in the design phase. This is proposed through a flow of claims data analysis tied to an existing tool, namely Failure Mode and Effects Analysis (FMEA. The systematic and integrated analysis of back-end data is suggested as an upstream effort of RDM to increase understanding of noise factors during product usage based on the feedback of claims data to FMEA and to address continuous improvement in product development.

  4. 27 CFR 44.227 - Customs procedure.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 2 2010-04-01 2010-04-01 false Customs procedure. 44.227..., WITHOUT PAYMENT OF TAX, OR WITH DRAWBACK OF TAX Drawback of Tax § 44.227 Customs procedure. The customs... having inspected the articles and supervised the lading thereof on the export carrier, the customs...

  5. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs release. 27.185... Distilled Spirits From Customs Custody Free of Tax for Use of the United States § 27.185 Customs release. (a) Upon receipt of appropriate customs entry and a photocopy of a permit, Form 5150.33 or previous...

  6. Customer-Centricity for Financial Inclusion

    OpenAIRE

    Kilara, Tanaya; Rhyne, Elisabeth

    2014-01-01

    Every business depends on winning customer loyalty by providing value. This is also true when customers are from the base of the social and economic pyramid (BOP). Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding the customers' needs and develop products that meet those needs. An important part of becoming cust...

  7. A Collaborative Platform to Support the Enterprise 2.0 in Active Interactions with Customers

    Directory of Open Access Journals (Sweden)

    Domenico CONSOLI

    2012-01-01

    Full Text Available In recent years a new model of Enterprise 2.0, which interacts actively with customers using web 2.0 tools (chat, forum, blog, wiki, is developing. The enterprises, listening opinions and suggestions of customers, can improve the product/service. For a company, customer's opinions are very important both for the improvement of products and also for the reinforcement of the customer loyalty. The customer will be motivated to be loyal if the enterprise shows a strong attention to his/her needs. This paper presents a model of a collaborative and interactive platform that supports the Enterprise 2.0 in the management of communications and relationships with all stakeholder of the supply chain and in particular with customers. A good e-reputation of the company improves business performances.

  8. Improving Water Use in Fodder Production

    Directory of Open Access Journals (Sweden)

    Vanessa Mendoza-Grimón

    2015-05-01

    Full Text Available Water deficit in semi-arid regions limits the future of the livestock sector. Also, its high price represents a percentage of the total cost of forage production. Non-conventional water resources applied by subsurface drip irrigation (SDI, in which the safe use lies in the management and not on the level of water treatment, would enhance the ruminant production sustainability. To obtain the optimal benefit, the transformation of water per kilogram of dry matter produced must have a high grade of effectiveness. Under this premise, a maralfalfa crop (Penissetum sp, hybridum has been established with an SDI system and reclaimed water. Forage yield is analyzed with respect to a 40% irrigation reduction. This study shows that, with the use of these good irrigation management practices, it is possible to harvest an annual production of 90 to 72 t·ha−1 in the warmer regions of the Canary Islands. This implies water consumption between 13,200 and 8100 m3·ha−1. A water consumption of 21,000 m3·ha−1 per year for the same production, at a ratio of 230 L·t−1, can be estimated for the rest of the Canary Islands coastal regions. The use of the water management described in this paper can be profitable in the Canary Islands for fodder production.

  9. S-shape relationship between customer satisfaction and willingness to pay premium prices for high quality cured pork products in Spain.

    Science.gov (United States)

    Cotes-Torres, Alejandro; Muñoz-Gallego, Pablo A; Cotes-Torres, José Miguel

    2012-03-01

    This paper explores 2 different probabilistic models explaining willingness to pay premium prices for high-quality cured products from the swine industry. Seven cured pork products (sausage, fuet, ham, loin, shoulder, salami and pepperoni) were studied in 9 food-stores in Valladolid, Spain. Consumers of the products were interviewed (686 completed surveys). It was found by using mixed effect statistical models that the relationship between willingness to pay a premium price and customer satisfaction had nonlinear behavior, following an S-shape with inverted slope which was the first empirical evidence of this type of behavior in meat products in real market conditions. It was also established that the interaction between satisfaction and current expenditure on the product was significant and indispensable for explaining consumers' willingness to pay premium price for cured pork products. Copyright © 2011 Elsevier Ltd. All rights reserved.

  10. Acquainting Future Office Employees with Productivity-Improvement Techniques.

    Science.gov (United States)

    Quible, Zane K.

    1982-01-01

    Examines factors affecting productivity (government regulations, energy costs, decline in the work ethic, capital investment, number of service workers, work force characteristics, management practices, and unions), and techniques to improve productivity (employee involvement, job structure, communication, flexitime, employee upgrading, incentive…

  11. Using Software Product Line to improve ERP Engineering: Literature Review and Analysis

    Directory of Open Access Journals (Sweden)

    Raúl Mazo

    2014-10-01

    Full Text Available On the one hand, getting advantages of Enterprise Resource Planning (ERP systems largely depends on their capacity to be configured and adapted to fit the customer and domain requirements. On the other hand, product line engineering (PLE is a promising approach for configuring and adapting products by means of configuration and derivation processes. While the literature and industrial experiences show the benefits of PLE methods, techniques and tools, there is still a lack of interest in addressing ERP engineering issues with the product line strategy. Objective: The aim of this paper is to identify and analyze the different ways presented in the literature to improve ERP engineering issues with the methods, techniques and tools provided by PLE. Method: To achieve that objective, we reviewed the literature and analyzed available publications. Results: This literature review analyzes six research papers at the intersection between ERP and PLE. It shows that the product line strategy can indeed be applied for ERP configuration and customization. It further shows the evolving interest on this topic and discusses existing contributions.

  12. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  13. Improvement of product design process by knowledge value analysis

    OpenAIRE

    XU, Yang; BERNARD, Alain; PERRY, Nicolas; LAROCHE, Florent

    2013-01-01

    Nowadays, design activities remain the core issue for global product development. As knowledge is more and more integrated, effective analysis of knowledge value becomes very useful for the improvement of product design processes. This paper aims at proposing a framework of knowledge value analysis in the context of product design process. By theoretical analysis and case study, the paper illustrates how knowledge value can be calculated and how the results can help the improvement of product...

  14. Herbal products, food supplements and teas for improvement of digestion

    OpenAIRE

    Mozūraitienė, Vilija

    2016-01-01

    Objective of the study: To examine and systematize assortment of herbal products, food supplements and teas for improvement of digestion and also to find out public opinion about herbal products, food supplements and teas for improvement of digestion using questionnaire. Aim of the study: (1) To examine which digestive tract ailments are treated most frequently herbal products, food supplements and teas. (2) To examine which herbal products, food supplements and teas are used most frequent...

  15. Enhancing customer value

    International Nuclear Information System (INIS)

    Gabel, B.

    1996-01-01

    A discussion on how Westcoast Gas Services Inc., is striving to meet customer satisfaction was presented. A strategic business unit called storage, transportation and service is a customer-centered, energy service enterprise dedicated to providing value-added service. The company is placing emphasis on better coordination of sales and marketing activities, especially in areas of customer relationship management and product development. Deregulation was responsible for the changing marketplace. It resulted in increased competition, energy alliances and multi-fuel opportunities. Some of the ways Westcoast Gas Service plans to survive and prosper in this new world of competition were outlined. Among the ideas mentioned were consumer orientation, superior information about consumers and competitors, quick adaptation to changing market conditions, anticipation of consumer needs, and appropriate product development

  16. Recent Improvements in IERS Rapid Service/Prediction Center Products

    National Research Council Canada - National Science Library

    Stamatakos, N; Luzum, B; Wooden, W

    2007-01-01

    ...) at USNO has made several improvements to its combination and pre- diction products. These improvements are due to the inclusion of new input data sources as well as modifications to the combination and prediction algorithms...

  17. Improved riboflavin production by Eremothecium ashbyii using ...

    African Journals Online (AJOL)

    A detail research on the control strategies of carbon and nitrogen source was investigated for riboflavin production by Eremothecium ashbyii. The effects of various carbon and nitrogen sources on riboflavin biosynthesis were first employed respectively which revealed that glucose and yeast extract were the optimal medium ...

  18. Improvement of Biogas Production by Bioaugmentation

    Directory of Open Access Journals (Sweden)

    K. L. Kovács

    2013-01-01

    Full Text Available Biogas production technologies commonly involve the use of natural anaerobic consortia of microbes. The objective of this study was to elucidate the importance of hydrogen in this complex microbial food chain. Novel laboratory biogas reactor prototypes were designed and constructed. The fates of pure hydrogen-producing cultures of Caldicellulosiruptor saccharolyticus and Enterobacter cloacae were followed in time in thermophilic and mesophilic natural biogas-producing communities, respectively. Molecular biological techniques were applied to study the altered ecosystems. A systematic study in 5-litre CSTR digesters revealed that a key fermentation parameter in the maintenance of an altered population balance is the loading rate of total organic solids. Intensification of the biogas production was observed and the results corroborate that the enhanced biogas productivity is associated with the increased abundance of the hydrogen producers. Fermentation parameters did not indicate signs of failure in the biogas production process. Rational construction of more efficient and sustainable biogas-producing microbial consortia is proposed.

  19. Improving Marketing's Contribution to New Product Development

    NARCIS (Netherlands)

    Drechsler, Wenzel; Natter, Martin; Leeflang, Peter S. H.

    In many firms, the marketing department plays a minor role in new product development (NPD). However, recent research demonstrates that marketing capabilities more strongly influence firm performance than other areas such as research and development. This finding underscores the importance of

  20. Improved space bandwidth product in image upconversion

    DEFF Research Database (Denmark)

    Dam, Jeppe Seidelin; Pedersen, Christian; Tidemand-Lichtenberg, Peter

    2012-01-01

    We present a technique increasing the space bandwidth product of a nonlinear image upconversion process used for spectral imaging. The technique exploits the strong dependency of the phase-matching condition in sum frequency generation (SFG) on the angle of propagation of the interacting fields...

  1. Perancangan Customer Knowledge Management pada PT Pandawa Maju Perkasa

    Directory of Open Access Journals (Sweden)

    Joni Suhartono

    2014-12-01

    Full Text Available In the era of global trade, more countries want a quality of product with optimal price. PT Pandawa Maju Perkasa engaged in export trade services requires an application that can bridge the communication between the customer and the company. It can also create appropriate knowledge to present the product to the customer. Knowledge of the product obtained will be shared to the customer as company's marketing activities. In addition, critics and suggestions are very necessary for the improvement of customer service of the company. Research in this study was done by analyzing business process, designing model of knowledge management system, and designing system model. The design of the system made consisted of making class diagrams, use case diagrams, sequence diagrams, and user interface. The design of the CKM system will help the company capture customer demand for the goods they want, the communication between the customer and the company can be well established, critics and suggestions facility made is used to improve services to customers

  2. Space Shuttle main engine product improvement

    Science.gov (United States)

    Lucci, A. D.; Klatt, F. P.

    1985-01-01

    The current design of the Space Shuttle Main Engine has passed 11 certification cycles, amassed approximately a quarter million seconds of engine test time in 1200 tests and successfully launched the Space Shuttle 17 times of 51 engine launches through May 1985. Building on this extensive background, two development programs are underway at Rocketdyne to improve the flow of hot gas through the powerhead and evaluate the changes to increase the performance margins in the engine. These two programs, called Phase II+ and Technology Test Bed Precursor program are described. Phase II+ develops a two-tube hot-gas manifold that improves the component environment. The Precursor program will evaluate a larger throat main combustion chamber, conduct combustion stability testing of a baffleless main injector, fabricate an experimental weld-free heat exchanger tube, fabricate and test a high pressure oxidizer turbopump with an improved inlet, and develop and test methods for reducing temperature transients at start and shutdown.

  3. Utilizing a programmatic focus on energy efficiency and customer feedback to improve the effectiveness of demand side management

    International Nuclear Information System (INIS)

    Smith, S.; Tharp, A.

    2006-01-01

    A project to encourage effective demand side management (DSM) programs through price-responsive load management was presented. The project was conducted through literature searches, surveys of utility programs and interviews with experts. National security, environmental awareness and economic factors were identified as the primary drivers for DSM. A overview of DSM strategies included details of: price responsive programs; power buyback; direct load control; and conservation-based rebates. Target sectors for DSM programs were divided into 4 sectors: (1) residential; (2) agricultural; (3) commercial/industrial; and (4) institutional. A customer decision cycle for DSM was presented, and various programs were evaluated. A comparison between DR and energy efficiency programs in the United States suggested that an increased focus on energy efficiency will benefit DR programs. However, perception of risk due to pricing exposure and the potential for loss of comfort are significant barriers to effective DSM. Studies have shown that DSM is most effective when participants receive direct feedback on consumption. Simple mechanisms for alerting participants of peak periods were recommended, as well as disaggregation tools to highlight areas of high energy usage and spotlight corrective measures. National and regional coordination of DSM activities was also recommended. It was concluded that DSM programs are successful when both customers and suppliers have an equal stake in their success. refs., tabs., figs

  4. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN PHYSICAL FITNESS CLUBS

    OpenAIRE

    Mahmoud Goodarzi

    2011-01-01

    Although customer relationship management has been identified as an important businessapproach in enterprise institutes; there is no universally accepted definition of CRM. Swiftdefined it as an enterprise approach to understanding and influencing customer behavior throughmeaningful communications in order to improve customer knowledge recovery; customeracquisition; customer retention; customer loyalty; and finally customer profitability (2).Thompson (2002) knows CRM as a business strategy to...

  5. WORK SIMPLIFICATION FOR PRODUCTIVITY IMPROVEMENT A ...

    African Journals Online (AJOL)

    Mechanical Engineering Department. Addis Ababa University ... press concerning the work simplification techniques state ... encompassing as it does improved labor-management cooperation ... achievement of business aims or a contribution to attaining ..... recommended work methods is done after a 1hrough study and ...

  6. Annunciation - building product team capabilities to support utility operational improvement

    International Nuclear Information System (INIS)

    Doucet, R.; Brown, R.; Trask, D.; Leger, R.; Mitchel, G.; Judd, R.; Davey, E.

    2003-01-01

    The purpose of this paper is to describe an AECL initiative to enhance the capabilities to assist utilities with undertaking annunciation improvement. This initiative was undertaken to complement a recent annunciation product upgrade, and in anticipation of developing commercial opportunities to assist Canadian and foreign utilities with control room annunciation improvement. Utilities are relying more and more on external engineering product and service providers to meet their plant support needs as they reduce in-house staffing to lower ongoing support costs. This evolving commercial environment places new demands on product and service providers, and provides new opportunities for increasing the proportion of product and service provider participation in plant improvement projects. This paper outlines recent AECL experience in the annunciation product area. The paper discusses the rationale for product support capability improvement, discusses the approaches undertaken, describes lessons learned, and outlines a proposed utility support model for assisting with future annunciation improvements. (author)

  7. Performance in Service Marketing from Philosophy to Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Victor Danciu

    2007-08-01

    Full Text Available The contribution of services to the development of every national economy is in the progress,they becoming the major contributor to the gross national product of most countries. In their turn, thecustomers become more demanding and powerful in their relationship with service providers. They askfor more and new relationship. The appropriate new marketing, known as Relationship Marketing, looksto engage the customer interactively in the many steps of creating value which is later shared betweenservice provider and customer. This requires to focus on long-term customer relationship. In order toestablish and maintain long-term relationship, the relationship marketing should understand customerexpectations, know the customers, evaluate services process, obtain a proper service quality and adequatelymanage customers’ relationships. The service customer’s is placed on an expectation range to afive dimension scale and have two levels which may be analyzed into a model of service. A stimulus forrelationship marketing performance may be the quality of service. The objective and subjective quality ofservice is essential for the service customer relationship management. In order to reach the goal ofretaining actual customers, service companies should be prepared to spot customers who leave and thenanalyze and act on information they provide. Managers should make sure the entire organization understandthe importance of keeping customers and encourage employees to pursue zero defections by tryingincentives, planning, and budgeting to defections targets. Most important, managers use defections as avehicle for continuously improving the quality and value of the service they provide to customer.

  8. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  9. Customer Value Sebagai Sumberdaya Informasi Bagi Perusahaan

    OpenAIRE

    Pujihastuti, Isti

    2007-01-01

    Buy a product or services is a process and are influenced many factors. ext. customer's satisfaction. The concept of customer satisfaction suggests strong relationship to customer value in a hierarchical model. Starting at the bottom of the hierarchy, customer learn to think about products and performances attribute. When purchasing and using a product, they learn concequence experiences, reflected in value in use and possession value, that is the next level up in the hierarchy. The top level...

  10. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction.

  11. No Refund or Full Refund: When Should a Fashion Brand Offer Full Refund Consumer Return Service for Mass Customization Products?

    OpenAIRE

    Choi, Tsan-Ming; Liu, Na; Ren, Shuyun; Hui, Chi-Leung

    2013-01-01

    We analytically explore in this paper the consumer return policy under fashion mass customization (MC) program. To be specific, we model the stochastic fashion MC program with the consideration of consumer demand uncertainty. If a consumer return policy is implemented, we further consider return uncertainty. By modeling the optimization objective of the risk averse MC fashion brand via a mean-variance approach, we derive the closed-form optimal solution under each case. We then conduct both a...

  12. Improving fruit and vegetable consumption among low-income customers at farmers markets: Philly Food Bucks, Philadelphia, Pennsylvania, 2011.

    Science.gov (United States)

    Young, Candace R; Aquilante, Jennifer L; Solomon, Sara; Colby, Lisa; Kawinzi, Mukethe A; Uy, Nicky; Mallya, Giridhar

    2013-10-03

    We evaluated whether Philly Food Bucks, a bonus incentive program at farmers markets, is associated with increased fruit and vegetable consumption and Supplemental Nutrition Assistance Program (SNAP) sales at farmers markets in low-income areas. A convenience sample of 662 customers at 22 farmers markets in low-income neighborhoods in Philadelphia, Pennsylvania, was surveyed via face-to-face interviews. Questions addressed shopping characteristics, self-reported change in fruit and vegetable consumption, whether customers tried new fruits or vegetables, use of Philly Food Bucks, and demographic information. Market-level SNAP sales and Philly Food Bucks redemption data were also collected to monitor sales patterns. Philly Food Bucks users were significantly more likely than nonusers to report increasing fruit and vegetable consumption (OR, 2.4; 95% CI, 1.6-3.7; P < .001) and to report trying new fruits or vegetables (OR 1.8; 95% CI, 1.2-2.7; P = .006). At the market level, average SNAP sales more than doubled at farmers markets in low-income areas in the first 2 years of the Philly Food Bucks program. At the city's largest farmers market in a low-income area, the program was associated with an almost 5-fold higher increase in annual SNAP sales compared with baseline. Results from this study demonstrate that a bonus incentive program tied to SNAP was associated with self-reported increases in fruit and vegetable consumption and increased SNAP sales at participating farmers markets in low-income communities. More research is warranted to evaluate the long-term impact of bonus incentives on farmers market use, dietary behaviors, and health outcomes.

  13. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

    Due to technological advances, customer surveillance (i.e., the collection, capture, use, or storage of customers’ personal data) is becoming less expensive and more covert. Brands use these personal data that contain needs, preferences, characteristics, behavior, attitudes, or other customer attributes (i.e., market intelligence) to develop more competitive products and services. Customer surveillance also can put stress on customer relationships with brands, thus brands must conduct custome...

  14. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

    During the last three decades, the focus of customer satisfaction research has shifted from what it was about the product or service that customers found satisfying to how and why customers became satisfied. This resulted into several models that try to explain the customer's satisfaction behaviour, among which the expectancy-disconfirmation paradigm is one of the most prominent models. This model identifies three elements which have an influence on the customer's satisfaction level: i.e perf...

  15. Candidate genes for drought tolerance and improved productivity in ...

    Indian Academy of Sciences (India)

    Madhu

    tropics. Improving drought tolerance and productivity is one of the most difficult tasks for cereal breeders. The diffi- culty arises from the diverse strategies adopted by plants themselves to combat drought stress depending on the timing,. Candidate genes for drought tolerance and improved productivity in rice (Oryza sativa L.).

  16. Status of Agricultural Production and Crop Variety Improvement in Thailand

    Institute of Scientific and Technical Information of China (English)

    JIAO Chun-hai; GUO Ying; YAO Ming-hua; WAN Zheng-huang

    2012-01-01

    We introduced basic conditions of agricultural production in Thailand, and variety improvement of major crops, including rice, cassava, rubber, and vegetable, in the hope of providing reference for agricultural production and crop variety improvement in Hubei Province and even in the whole country.

  17. Improved fermentative alcohol production. [Patent application

    Science.gov (United States)

    Wilke, C.R.; Maiorella, B.L.; Blanch, H.W.; Cysewski, G.R.

    1980-11-26

    An improved fermentation process is described for producing alcohol which includes the combination of vacuum fermentation and vacuum distillation. Preferably, the vacuum distillation is carried out in two phases, one a fermentor proper operated at atmospheric pressure and a flash phase operated at reduced pressure with recycle of fermentation brew having a reduced alcohol content to the fermentor, using vapor recompression heating of the flash-pot recycle stream to heat the flash-pot or the distillation step, and using water load balancing (i.e., the molar ratio of water in the fermentor feed is the same as the molar ratio of water in the distillation overhead).

  18. Improving the Product Documentation Process of a Small Software Company

    Science.gov (United States)

    Valtanen, Anu; Ahonen, Jarmo J.; Savolainen, Paula

    Documentation is an important part of the software process, even though it is often neglected in software companies. The eternal question is how much documentation is enough. In this article, we present a practical implementation of lightweight product documentation process resulting from SPI efforts in a small company. Small companies’ financial and human resources are often limited. The documentation process described here, offers a template for creating adequate documentation consuming minimal amount of resources. The key element of the documentation process is an open source web-based bugtracking system that was customized to be used as a documentation tool. The use of the tool enables iterative and well structured documentation. The solution best serves the needs of a small company with off-the-shelf software products and striving for SPI.

  19. 9 CFR 590.945 - Foreign egg products offered for importation; reporting of findings to customs; handling of...

    Science.gov (United States)

    2010-01-01

    ... 9 Animals and Animal Products 2 2010-01-01 2010-01-01 false Foreign egg products offered for... Animals and Animal Products FOOD SAFETY AND INSPECTION SERVICE, DEPARTMENT OF AGRICULTURE EGG PRODUCTS INSPECTION INSPECTION OF EGGS AND EGG PRODUCTS (EGG PRODUCTS INSPECTION ACT) Imports § 590.945 Foreign egg...

  20. A Financial Data Mining Model for Extracting Customer Behavior

    Directory of Open Access Journals (Sweden)

    Mark K.Y. Mak

    2011-08-01

    Full Text Available Facing the problem of variation and chaotic behavior of customers, the lack of sufficient information is a challenge to many business organizations. Human analysts lacking an understanding of the hidden patterns in business data, thus, can miss corporate business opportunities. In order to embrace all business opportunities, enhance the competitiveness, discovery of hidden knowledge, unexpected patterns and useful rules from large databases have provided a feasible solution for several decades. While there is a wide range of financial analysis products existing in the financial market, how to customize the investment portfolio for the customer is still a challenge to many financial institutions. This paper aims at developing an intelligent Financial Data Mining Model (FDMM for extracting customer behavior in the financial industry, so as to increase the availability of decision support data and hence increase customer satisfaction. The proposed financial model first clusters the customers into several sectors, and then finds the correlation among these sectors. It is noted that better customer segmentation can increase the ability to identify targeted customers, therefore extracting useful rules for specific clusters can provide an insight into customers' buying behavior and marketing implications. To validate the feasibility of the proposed model, a simple dataset is collected from a financial company in Hong Kong. The simulation experiments show that the proposed method not only can improve the workflow of a financial company, but also deepen understanding of investment behavior. Thus, a corporation is able to customize the most suitable products and services for customers on the basis of the rules extracted.